Sign in

Warners' Stellian Company, Inc.

Sharing is caring! Have something to share about Warners' Stellian Company, Inc.? Use RevDex to write a review
Reviews Warners' Stellian Company, Inc.

Warners' Stellian Company, Inc. Reviews (43)

To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. Unfortunately, our customer Mr. & Mrs. [redacted] have experienced an issue with their washing...

machine leaking water during the wash cycle. The washing machine was purchased on April 11, 2017. Warners’ Stellian was first notified of an issue on August 17, 2017, at that time it was determined that the motor /drain pump needed to be replaced. Warners’ Stellian ordered parts and completed the repair on August 30, 2017. Mrs. [redacted] contacted Warners’ Stellian again on October 10, 2017 stating that the washing machine is leaking from the bottom. Warners’ Stellian scheduled for a technician to go back out and diagnose the current issue. When our technician was out he ran a load in the washing machine and did not find any leaks. We apologize for any miscommunication as we did not state that “the technician did not see it happen so the problem isn’t there” but in fact asked the customer if she could schedule another appointment and run a few loads before the technician arrives or send in a video of the washing machine leaking when it happens so we can review it and determine the issue, Mrs. [redacted] declined both. Unfortunately, when we send a technician out to diagnose an appliance it is very difficult to diagnose if the problem is not occurring when our technician is out. .........(See attachment for continued response, this response exceeds the amount of words allowed by the Revdex.com)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as long as I receive a check within a week.  Last time, I accepted the response, but the business "forgot" and "thought" they'd contacted accounting to settle this, instead of calling me directly to make arrangements, as the manager's submitted message indicated she would do.  I feel as though if I don't keep on this company constantly, they will happily forget to follow through.  Not pleased with this business and will not do business there again.

April 4, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN  55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN  55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for our...

customers is a top priority.  Our teams are trained to ensure we are successful in achieving that mission.  When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Ms. [redacted] has experienced an issue related to her refrigerator. After receiving this complaint from Ms. [redacted] we informed her that the refrigerator is currently out of warranty. The owner’s manual for this refrigerator does state that the warranty coverage is for “one year from your original date of purchase”. After looking into our service records we do have documentation that we did get the handle replaced under warranty in May, 2015. Unfortunately at this time we are unable to get service covered by warranty as it has expired. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Ms. [redacted]

I am rejecting this response because:  If they could not reach me by the number I listed the day I was scheduled for service, and I did confirm with my husband that there were no missed calls on either of our phones, , I'm afraid this will happen again and I am not willing to go through this as the past history of "customer service" with this company has been anything but good or timely.  I would like a full refund.  I am also willing to call Verizon to get the phone records for Tuesday October 4th to prove that there was no phone call to either of us at 1:00pm when the technician arrive at the house.

Initial Business Response /* (1000, 5, 2015/08/17) */
August 17, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...

Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has been experiencing an issue related to her washing machine. Since receiving notification of the washing machine leaving marks on clothing, we diagnosed the washer and determined that it needed a new spin basket. Regretfully, we had to re-order the spin basket several times as it continued to arrive damaged. Due to the length of time that it took to receive the part in good condition, Warners' Stellian offered $50.00 in-store credit along with a full refund on the extended warranty. This refund does not affect the duration of the warranty coverage on this washer. Ms. [redacted] did accept both offers and they were processed immediately on our end. We understand that the washing machine repair was completed on Saturday 8/15/2015 and was left in working order. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
-WS only stated "the length of time..." It was over one month.
-Neither my husband nor I accepted the $50 "in store" credit-we requested a $50 check which in no way begins to cover the 1 month+ laundry mat expenses, which WS chose not to address.
-Nor did WS address how much time both my husband & I had to spend waiting "on hold" DAILY in attempts to solve this matter.
-We want WS personal letter stating the $189 warranty refund in no way affects any part or duration of warranty, with dates included in letter.
-Service tech did not bring correct tool to install part - delaying repair again. Really?
-WS has serious communication problems! How can they have a positive Revdex.com rating as evidenced by this case? We are beyond frustrated...

I am rejecting this response because: they did not address the fact that this refrigerator was sold without the disclosure of it's well-known defects that are reoccurring and the request for a refund.

July 22, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN  55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN  55337 RE: Revdex.com Complaint Case# [redacted] 1548922 To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for our...

customers is a top priority.  Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. We delivered a washer to Ms. [redacted]’s home on June 17, 2016. On the afternoon of June 17, 2016 we were notified that the washer was leaking. We scheduled for a technician to go to Ms. [redacted]’s home on June 18, 2016 to diagnose the washer. The technician found that the tub seal had failed causing the washer to leak. We agreed to take the washer back and scheduled the pick up on June 21, 2016. We notified Ms. [redacted] that the washer would need to stay in her home if she was planning on filing a home damage claim through the manufacturer but Ms. [redacted] refused. We were contacted by the manufacturer on June 23, 2016 advising us that if the washer was not in the customer’s home they would not be able to complete the home damage claim. We advised Ms. [redacted] of this information and she denied letting us return the washer to her home until the claim is complete. We are currently holding the washer in our warehouse in-case it is needed during the damage claim. The manufacturer will not allow us to be involved in a home damage claim, for legalities they require all communications to be between the manufacturer and the customer. We fully intend on refunding the customer, however if the home damage claim is not complete and we process the refund, we will no longer hold the washer in our warehouse. If Ms. [redacted] does not need the washer for the home damage claim we will refund her in full and properly dispose of the washer. Please notify us on how Ms. [redacted] would like to proceed. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely,   Warners’ Stellian Call Center Manager CC: Ms. Diane [redacted]

I am rejecting this response because:  This response is unacceptable as it ignores the fact that a second delivery date had to be scheduled in order to receive the product that I paid for.  This was originally scheduled for a Tuesday due to my understanding that weekend deliveries were unavailable.  While I am appreciative that I no longer have to take work off to accommodate a second delivery the fact is I now have to be available on a weekend so my free time on a weekend now has to be used up because the pursuit could not be delivered without defect.  The option of accepting a defective product at 10% the sales price and not the retail price would not have been reflective of the true cost of a "scratch and dent" product.  It is ironic that the company would have charged me $75 to reschedule which implies that their time should be monetized however my time as a customer shouldn't be monetized.  I am also surprised the Revdex.com finds this acceptable as well.

Initial Business Response /* (1000, 5, 2016/01/14) */
January 14, 2016
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...

Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] received a dishwasher that had concealed frame damage. Under the manufacturer's warranty we are required to have an authorized technician determine if an appliance is not repairable. After having a technician confirm that this dishwasher was not repairable we agreed to replace Mr. [redacted]'s dishwasher with a new one. Mr. [redacted]'s dishwasher was a special order item and due to the holidays and hours of operation at the manufacturer unfortunate delays occurred. We apologize for the miscommunications and scheduling errors. Due to our errors we did cover the installation fees of the current dishwasher. We have also confirmed that the install was completed on January 12, 2016. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-0011
Sincerely,
Warners' Stellian
Call Center Manager
CC: Mr. Matt [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The dishwasher was installed on January 12 2016 over one month since we notified Warners's Stellian of the defective dishwasher. The employees failed to provide good communication and showed a lack of urgency and empathy to us in this matter. This was the poorest example of customer service we could have received. In addition to not planning to ever buy from Wanrers' Stellian again we do not recommend them to our friends and family based on this interaction with the company.

I responded to the v/m that was left for me yesterday Monday 12/11/2017. I contacted Ms. [redacted] via telephone and advised that a check is being sent to her home.  Thank you,  Erin [redacted]Warners' StellianCall Center Manager

Initial Business Response /* (1000, 5, 2015/09/25) */
September 25, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...

Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mrs. [redacted] has been experiencing an issue related to her refrigerator. Under the manufacturer's warranty we are required to perform service to repair the refrigerator. After several failed attempts to repair Mrs. [redacted] refrigerator, we did submit this case to be reviewed for replacement by the Manufacturer. This refrigerator was approved for replacement on September 23rd. Once we received the approval, we contacted Mrs. [redacted] to notify her and she accepted an exchange for the same refrigerator. We are currently scheduled to deliver the new refrigerator on October 3rd, 2015 at Mrs. [redacted]'s request. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-0011
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mrs. [redacted]

To Whom It May Concern;Based on the notations from both technicians and the fact that the inverter powers the compressor, which was not happening at the time of the diagnostic, we would not be able to rule out the compressor needing to be replaced. We would need to begin by replacing the part that we were confident failed, and moving forward from there. To address the average cost of repairing a refrigerator as quoted by HomeAdvisor provided by Mr. [redacted], they are simply estimates based on customers that utilized HomeAdvisor to complete their home improvement project or repair, and completed a “short cost survey”.  On SFGate (http://homeguides.sfgate.com/much-cost-fix-refrigerator-compressor-87097.html) it does state the information Mr. [redacted] referenced, however he did not quote the “Labor Cost” section of the article which states, “Major appliance repairs generally require a couple of hours of labor with costs ranging from $100 to $200 per hour.”  A compressor repair would be considered a major repair and with a GE refrigerator we would average the time to complete the repair between 1.5 – 2 hours. The cost that we quoted for the compressor repair was a flat rate of $325.00, not $715.00 as Mr. [redacted] stated. In regards to the attachment provided by Mr. [redacted] titled “Warners’ Stellian Product Performance Guarantee”, it clearly states at the bottom of the document that it must be redeemed within 1 year. The customer would have had the in store credit available to them between 2/19/2013 and 2/19/2014. We are significantly outside of this timeframe and would be unable to assist with reimbursement. (Clipped by Revdex.com. See attached document for full text of our response.)

We were aware of the damage to the doorway leading into the kitchen the floor vent and also the damage that occurred to the doorway during the last delivery. The floor vent was replaced. Customer was compensated for both doorways $195.00 a piece for a total of $390.00

To Whom It May Concern,At Warners’ Stellian, providing the highest level of service for our customers is a top priority.  Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding...

issues.Unfortunately, customer Mr. [redacted] has experienced a cosmetic issue related to his refrigerator. Delivery for several products that Mr. [redacted] purchased including the refrigerator referenced were scheduled to be delivered on September 29, 2017. When our delivery crew arrived and unboxed the product, concealed dents were found on the side of the refrigerator. Due to the refrigerator having damage at the time of delivery we offered Mr. [redacted] two different options to get this resolved. We offered 1). A 10% discount to keep the refrigerator as is 2.) A one for one exchange however we would need to reschedule delivery. Mr. [redacted] chose the exchange option and we currently have that scheduled for Saturday October 7, 2017 to avoid interfering with his work schedule, we did also narrow the time window down to an AM appointment and Mr. [redacted] will get a call the day before with a two hour window of when the delivery crew will arrive. Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issue and we are unable to compensate for inconvenience. We have done everything we can on our end to get the second delivery scheduled with as little interruption of Mr. [redacted]’s schedule as we could. We sincerely apologize for the frustrations. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely,Warners’ Stellian Call Center ManagerCC: Mr. [redacted]

Final Consumer Response /* (2000, 6, 2015/06/18) */
Speaking with Samsung customer department today (6/18/15), we came to know that Samsung has approved exchange of the defective washer with a new one on June 11, 2015. The approval/authentication # is [redacted]. We have provided this information...

and the number to Warner Stellian customer service department over phone today (6/18/15)

March 30, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN  55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN  55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for our...

customers is a top priority.  Our teams are trained to ensure we are successful in achieving that mission.  When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mr. [redacted] is experiencing an issue with his refrigerator.  After receiving this complaint from Mr. [redacted], based on the issue that he is experiencing with his refrigerator we provided an estimate for repair. We looked into the sales record and found that a 10 year major component part warranty was given as goodwill at the time of sale, this would cover the compressor part cost if needed. This information is documented on the customer’s sales invoice, (attached). At this time Mr. [redacted]’s refrigerator is out of warranty. If Mr. [redacted] would like to continue with service, we ask that he contact our service line. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. [redacted]

I am rejecting this response because: I was contacted by the manager but the matter had not been resolved. He asked me to send him documents which I have done

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2, 2016
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...

Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] is experiencing an issue with her dishwasher and washer. We were originally contacted by Ms. [redacted] regarding her dishwasher making a noise. We scheduled for a technician to diagnose the dishwasher, who then determined a drain pump was needed. Although Ms. [redacted]'s dishwasher is out of warranty, Warners' Stellian reached out to the manufacturer and did get coverage for this entire repair. While waiting for the drain pump to arrive, we received a call from Ms. [redacted] regarding an issue with her washer leaking, it was agreed upon that we will have our technician diagnose the washer when we come out to replace the part in the dishwasher. On January 14, 2016 we contacted the [redacted] residence to schedule an appointment but had to leave a message. We received a return call on January 20, 2016 and at that time scheduled for February 1, 2016. When a time request is requested we try to honor them the best that we can. We cannot guarantee a time request as the schedule is constantly changing due to additional repairs and/or cancellations. We have confirmed through our automated system that a call was sent and was picked up at the phone number on the service order the evening before, giving a time window of 10:00am-1:00pm. We spoke with Ms. [redacted] on February 1, 2016 and she advised she will not be available until after February 16, 2016. We have also left a voice message today to try to get her on the schedule. We apologize for the miscommunications and look forward to the completion of service on the dishwasher and washer.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-0011
Sincerely,
Warners' Stellian
Call Center Manager
CC: Ms. [redacted]

Warners’ Stellian Company Inc. [redacted] St. Paul, MN  55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN  55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern,   The following is in response to [redacted]’s updated comments.  Please refer to Warners’ Stellian’s previous response dated September 23, 2016. We apologize for issues that Mr. [redacted] is experiencing. Due to the terms of the manufacturer’s service warranty we would like to repair Mr. [redacted]’s dryer and the washing machine is running as designed by the manufacturer. We understand that Mr. [redacted] does not want to continue with service at this time so in efforts to resolve this issue we have made the following final decision. Warners’ Stellian will take the dryer back and waive the re-stocking fee, we will take the washing machine back with a 10% re-stocking fee and we will also waive the delivery fee. Please let us know how Mr. [redacted] would like to proceed. We sincerely apologize for the frustration that this has caused. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####.  We look forward to soon resolving this case.   Sincerely, Warners’ Stellian Call Center Manager CC: [redacted]

We are sorry for this issue and will have the Edina store manager reach out to you to discuss further. Thank you for bringing it to our attention.Warners' Stellian

Check fields!

Write a review of Warners' Stellian Company, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Warners' Stellian Company, Inc. Rating

Overall satisfaction rating

Add contact information for Warners' Stellian Company, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated