Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case#
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has experienced an issue related to her freezer that was delivered to her home, not coolingSince receiving notification of the freezer not cooling, we replaced the freezer with a new oneWe were contacted by Ms*** regarding food loss and have attempted to go above and beyond our standard "good-will" policyWe did offer Ms*** a $refund check in addition to $in steak couponsWhen we made the above offer (totaling roughly half of the purchase price of the freezer) to Ms*** it was declined however, the offer still standsWe sincerely apologize for the inconvenience and look forward to resolving this matter
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*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my original complaint, the original freezer that I purchased for $was defective upon deliveryThe cooling system never operated properlyInstead of keeping our food frozen, it heated the freezer internally to a temperature of degrees F resulting in $worth of food spoiledI have attached a picture of the freezer thermometer showing the freezer temperature and all the food we had put in the new freezerPer the salesman's instructions, I was told to take the frozen food from the old freezer that Warner Stellian was removing and put it in the new freezer at time of delivery to help the new freezer cool more quicklyI kept all frozen food in the old freezer until minutes before Warner Stellian arrived with the new freezerI put all frozen food in the new freezer as soon as the delivery team was thru with the installationI did not ask for a credit for the defective freezerI asked Warner Stellian for $for the loss of food as a result of selling and delivering a defective appliance.I did agree to have Warner Stellian deliver a replacement freezerThe replacement had a dent in the doorI was offered a settlement of $to accept the damaged replacement appliance and was assured that the dent in the door on the replacement freezer would not affect the operation of the freezerCurrently the replacement freezer appears to be operating properly and I have received the check for $I am asking for full compensation for our food loss due to a defective product that never worked properly upon deliveryAn offer of $in cash and coupons does not cover the $we lost in food due to absolutely no fault of oursI expect Warner Stellian to be fair and reasonable with me, the customer, and pay me the damagesI have purchased from WS in the past and chose them again because they are a Minnesota, family owned businessPer their website, "Warners' Stellian is Minnesota's retail appliance specialistFamily owned and operated for years, we provide an unmatched shopping experience with exceptional service at eight great store locations." "When you do business with Warners' Stellian, you have a relationship with individuals, not a big corporationAs our company continues to grow, we're going to keep it that way." I'm asking they back up their word and make this right
October 5, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms*** is experiencing an issue related to her refrigeratorWe scheduled a service appointment for Tuesday October 4, with a time window of 12:30-3:30pmWe have confirmed with our technician’s cellular phone that both phone numbers listed were called prior to the technician’s arrivalWe sincerely apologize that the scheduled appointment was missed and at this time would need to reschedule an appointmentWe can schedule for a technician to come out on Friday October 7, if this works for Ms***Please let us know how Ms*** would like to proceedIf 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*** ***
May 9, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** To Whom It May Concern, The following is in response to *** ***’s updated comments. Please refer to Warners’ Stellian’s previous response dated May 5, We apologize for the issue that Mr*** is having with his dryerOn May 6, we had a technician out to Mr***’s home and found that there is a wiring issue within his homeThe dryer is connected to a volt outlet but the outlet itself is only getting voltsThe dryer requires volts to run as designed per the manufacturer’s specificationsOur technician notified Mr*** of his findings and that the issue is in fact not with the dryerWe have advised Mr*** that he will need to have his wiring corrected for the dryer to work properlyWe sincerely apologize for the frustration that this has causedIf 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 caseSincerely, Warners’ Stellian Call Center Manager CC: *** ***
Initial Business Response /* (1000, 5, 2016/02/11) */
February 10,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
*** ** *** *** ***
*** ** XXXXX
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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** was experiencing an issue with her dryerWhen we received a complaint that the dryer was showing an error code we immediately ordered a heater based on the issue they were havingAfter placing an order for the part, we received notification from the warranty company that they would not authorize the repair but instead review for replacementA manager did reach out to MrFrydendlund on February 9, and authorized a full in-store credit for the cost of the dryerCustomer Frydendlund went into the store and selected a new dryer which is being delivered on February 11, 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
Call Center Manager
CC: Ms***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
The consumer indicated that he/she ACCEPTED the business response
Initial Business Response /* (1000, 7, 2015/10/02) */
October 2,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Mr*** has experienced some issues with his refrigerator doorInitially a third party communicated improper information to us resulting in a lengthy delay for a door which was not neededAdditionally, a number of doors have been damaged in transit to us/the customerAs of today, we have an agreement with Mr*** to give him a sizeable concession to keep the unit in its current conditionWe apologize for the unexpected challenges but have done our best to resolve this matter
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 Manager
CC: Mr*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/10/05) */
10/2/updateWS and DCS have agreed to refund a little over 50% of the cost of the applianceWe accepted the offer
Final Consumer Response /* (2000, 9, 2015/10/05) */
April 19, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr*** has experienced an issue related to his dishwasherAfter receiving this complaint from Mr*** we sent a technician out who found the door latch misaligned, he realigned the latch and tested the dishwasherWe then received another call from Mr*** advising us that the dishwasher was leaking againWe sent a technician out who determined that the door is warped and we would have to order a new doorWe have since spoke with Mr*** and advised that any home damage would be covered by the manufacturer but would require a claim to be filedWarners’ Stellian agreed to take the dishwasher back for a full store credit and we will cover the cost of installation on a new dishwasherMr*** agreed to our offer and will go into one of our store locations to select a new dishwasherWe sincerely apologize for the inconvenienceIf 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*** ***
To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionUnfortunately, our customer Mr& Mrs*** have experienced an issue with their washing
machine leaking water during the wash cycleThe washing machine was purchased on April 11, 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 replacedWarners’ Stellian ordered parts and completed the repair on August 30, Mrs*** contacted Warners’ Stellian again on October 10, stating that the washing machine is leaking from the bottomWarners’ Stellian scheduled for a technician to go back out and diagnose the current issueWhen our technician was out he ran a load in the washing machine and did not find any leaksWe 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*** declined bothUnfortunately, 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)
March 28, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 issuesUnfortunately, customer Mr*** has experienced an issue related to his dishwasher. After receiving this complaint from Mr*** on February 15, we scheduled a repair appointment for February 17, and at that time our technician determined parts would be needed to repair the dishwasherMr*** contacted our service department stating that he did not want to continue with repair in which we then offered to exchange the dishwasher for a new one or provide in store credit for Mr*** to select a different type of dishwasherOn Friday February 18, Mr*** declined all of the options given so we agreed to refund him in full for the cost of the dishwasherWe scheduled to have the dishwasher picked up the following Monday February 22, and we processed the refund the same dayWe must have the product returned to us before we can process a refundWe sincerely apologize for the inconvenienceIf 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*** ***
We are working as quickly as we can on this repairUnfortunately, when parts are on factory back order and out of warranty we have to wait for the part to become availableWe apologize for the error as your refrigerator did have a year manufacturers warranty as it was purchased in 2013, we were going off of the current Viking warranty today which is two years, that was changed in 2014. The year warranty that you reference is for major component coverage, the repair necessary does not include any major components to the cooling system. We will have a manager contact you right away. Thank you,Warners' Stellian
August 15, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesWe apologize for the miscommunications on our endAfter receiving this complaint we have been in contact with Mrand Mrs***We have determined that a part is still needed for the washing machine drain hose and we have obtained the partAn appointment is scheduled for Thursday August 17, to complete this installationIf 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& Mrs***
Initial Business Response /* (1000, 5, 2015/07/24) */
July 24,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has been experiencing an issue related to her refrigeratorSince receiving notification of this issue we have made several attempts to repair itDue to the same issue continuing to occur, we submitted this to the manufacturer to be reviewed for an exchangeToday we received authorization to do so and contacted the customer to let her know that we will be taking the refrigerator backThe customer now has a credit to go into the store to select a new refrigeratorWe 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
Customer Service Supervisor
CC: Ms***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also want in writing that they will deliver and set up the new refrigerator that we pick out and take the old one out of our home with no charge
Final Business Response /* (4000, 9, 2015/08/03) */
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
The following is in response to ***'s updated commentsPlease refer to Warners' Stellian's previous response dated July 24,
We apologize for the issues related to ***'s refrigerator and the frustration that this has causedAgain, we did get authorization to take the refrigerator back and issue a store credit for Ms*** to select a new refrigeratorThe credit is for the amount that was originally paid, as long the new refrigerator is of equal or lesser value, there will be no additional feesWe will deliver the new refrigerator and pick up the old one at no additional costAgain, our apologies for the aggravation this situation has caused/is causing
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 Customer Service Supervisor
CC: ***
Final Consumer Response /* (2000, 11, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
July 31, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** To Whom It May Concern, The following is in response to *** ***’ updated comments. We apologize for the refrigerator issues that Mrs*** has encounteredWarners’ Stellian recognized that there was an error on our end and we discussed several different options with Mrs*** to rectify the situationOn July 20, an agreement between Warners’ Stellian and Mrs*** was made that she would like the same model refrigerator, brand new at a discounted priceWe made an agreement, collected the difference in payment and scheduled delivery for July 26, which has since been completedWe sincerely apologize for the frustration that this has caused but again we do feel that we have been fair in resolving this issue 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: *** ***
Initial Business Response /* (1000, 5, 2015/09/09) */
September 9,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN XXXXX
Revdex.com
SRiver Ridge Circle
Burnsville, MN XXXXX
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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has been experiencing an issue related to washerAfter receiving this complaint from Ms*** we advised that we were going to order water valves and schedule an appointment once they arrivedOn July 14th our technician went out and replaced the water valves at that time he informed the customer that the noise was coming from the pipes in their home, not the washer itselfHe did mention that they could put water suppression valves on the pipes in their home to reduce the noise but that is not something covered under the warranty that is on the washerAt that time the customer decided that they would like to get a different washerOn 9/3/the customer spoke with one of our store managers who then approved for us to take the washer back for a full store creditAt this time the customer will just need to go into the store to select a new washerWe 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*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician came out and said we need to install the suppression valves onI didn't think that was the issue but we put them on anyway and it still makes a noise when the water goes into the washer
I think they handled this very poorly and dragged this process out for months saying it's our house and our pipes so we changed the pipes from copper to pex and put the suppression valves on and it STILL makes noise and they want to still blame it on our houseAlso I had the sales person telling us at one point that we have to pay a stocking fee because we have had the washer for so long and have used it when we have been trying to resolve this issue for a long time and have gotten the run aroundAlso why should we have to pay for their faulty washer
We are going today to pick a different washer out but not sure we want anything from this store
Complaint: ***
I am rejecting this response because: at the time we made the purchase and one of the reasons for it with WS was they were offering a free installation of our new dishwasherWhen their rep installed it the unit would not work and he said it was because it was frozen because of the cold weatherThis is unprofessional on their part, I did not freeze the dishwasherPlus now I am continuing to waste my precious time trying to get back the $through the rebate company for the dishwasher installationThis is also unprofessional because they are just passing their work off to meI have spoken with the rebate company a few times on the phone now, have faxed extra documents and suchI as a customer should not have to be doing this, but again as I stated Warner's Stellian is not really completing their workCustomer service is not really their primary focus as they state in their comments!!
Sincerely,
*** ***
July 25, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case#*** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs*** has experienced an issue related to her refrigerator being damagedThis refrigerator was sold at a significant discount as the retail cost for that specific model, brand new is $+ taxDue to the refrigerator having damage at the time of delivery that was not seen at the time of the sale we gave Mrs*** a few different options to rectify the situationWe offered 1)An additional 10% discount to keep the refrigerator as is, 2.) A full in-store credit for the amount Mrs*** paid to select a new refrigerator or, 3.) The same refrigerator but brand new in the box with a significant discount, at our costMrs*** chose option 3. Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issueThe new refrigerator is scheduled to be delivered to Mrs*** today, Wednesday 7/25/We sincerely apologize for the inconvenienceIf 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: Mrs*** ***
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 $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, 2015/08/25) */
I apologize about the error and we would be happy to see if we can order in the specific Air Conditioner the customer would likePlease email the brand and model number to ***@warnersstellian.com or XXXXXX-XXXX and we will inquire with
the manufacture
Initial Business Response /* (1000, 5, 2015/04/22) */
April 22,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** is experiencing an issue related to her rangeUpon receiving notification of this issue from the customer on December 26th, 2014, we scheduled an appointment to diagnose the rangeWe were made aware that two of the parts needed were on factory back orderWe continue to get notifications that the estimated time of arrival continues to changeWe have pushed to get these parts faster and we are expecting the parts to arrive this weekOnce the parts are in our possession we will get Ms*** added to our schedule to get this repair completedWe sincerely apologize for the length of time this is taking to complete
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ***
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms***
At Warners’ Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, our
customer Mr*** has experienced an issue with his refrigerator not coolingThe refrigerator was purchased on February 18th, During the purchase, Mr *** purchased a year extended warranty, expiring on February 18th, The extended warranty included a 5th-10th year major component part only coverageFor Mr***, this means the extended warranty would cover only the cost of the compressor after Mr*** paid for the diagnostic fee and laborIf it was determined that the compressor was not needed, all repairs would be 100% customer payableOur technician ran a diagnostic on Mr***’s refrigerator and it was determined that the inverter board was neededThere is no valid warranty coverage on the inverter boardMr*** agreed to move forward with the repair, paid for the service, and the repair was completed by Warners’ Stellian on August 9th, We were notified by Mr*** the following day that the refrigerator was not cooling properly again and we scheduled for a technician to go back to his homeDuring the diagnostic after replacing the inverter board, it was determined that the refrigerator also needed a replacement compressor and drierLabor for a compressor repair is $While the extended warranty will cover the part cost of the compressor, the customer is responsible for the original diagnostic fee, the non-warranty repair of the inverter board, as well as the labor for the compressor repairWe sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely-Warners’ Stellian
October 17,2016 Warners’ Stellian Company Inc.*** *** ***StPaul, MN 55103Revdex.comSRiver Ridge CircleBurnsville, MN 55337RE: Revdex.com Complaint Case# *** To Whom It May Concern, The following is in response to *** ***’s updated
comments. We apologize for the refrigerator issues that Ms*** continues to haveWe repaired her refrigerator in our shop and tested it for five days with no failureSince we received this complaint we had a technician go out to Ms***’s home and confirmed that more parts will be needed. Due to the issues with this refrigerator we have agreed to take it back for a full store credit and allow Ms*** to pick out a new refrigeratorWe have contacted Ms*** via telephone and advised her of this decisionWe sincerely apologize for the frustration that this has causedIf 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 ManagerCC: *** ***
Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case#
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has experienced an issue related to her freezer that was delivered to her home, not coolingSince receiving notification of the freezer not cooling, we replaced the freezer with a new oneWe were contacted by Ms*** regarding food loss and have attempted to go above and beyond our standard "good-will" policyWe did offer Ms*** a $refund check in addition to $in steak couponsWhen we made the above offer (totaling roughly half of the purchase price of the freezer) to Ms*** it was declined however, the offer still standsWe sincerely apologize for the inconvenience and look forward to resolving this matter
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*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my original complaint, the original freezer that I purchased for $was defective upon deliveryThe cooling system never operated properlyInstead of keeping our food frozen, it heated the freezer internally to a temperature of degrees F resulting in $worth of food spoiledI have attached a picture of the freezer thermometer showing the freezer temperature and all the food we had put in the new freezerPer the salesman's instructions, I was told to take the frozen food from the old freezer that Warner Stellian was removing and put it in the new freezer at time of delivery to help the new freezer cool more quicklyI kept all frozen food in the old freezer until minutes before Warner Stellian arrived with the new freezerI put all frozen food in the new freezer as soon as the delivery team was thru with the installationI did not ask for a credit for the defective freezerI asked Warner Stellian for $for the loss of food as a result of selling and delivering a defective appliance.I did agree to have Warner Stellian deliver a replacement freezerThe replacement had a dent in the doorI was offered a settlement of $to accept the damaged replacement appliance and was assured that the dent in the door on the replacement freezer would not affect the operation of the freezerCurrently the replacement freezer appears to be operating properly and I have received the check for $I am asking for full compensation for our food loss due to a defective product that never worked properly upon deliveryAn offer of $in cash and coupons does not cover the $we lost in food due to absolutely no fault of oursI expect Warner Stellian to be fair and reasonable with me, the customer, and pay me the damagesI have purchased from WS in the past and chose them again because they are a Minnesota, family owned businessPer their website, "Warners' Stellian is Minnesota's retail appliance specialistFamily owned and operated for years, we provide an unmatched shopping experience with exceptional service at eight great store locations." "When you do business with Warners' Stellian, you have a relationship with individuals, not a big corporationAs our company continues to grow, we're going to keep it that way." I'm asking they back up their word and make this right
October 5, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms*** is experiencing an issue related to her refrigeratorWe scheduled a service appointment for Tuesday October 4, with a time window of 12:30-3:30pmWe have confirmed with our technician’s cellular phone that both phone numbers listed were called prior to the technician’s arrivalWe sincerely apologize that the scheduled appointment was missed and at this time would need to reschedule an appointmentWe can schedule for a technician to come out on Friday October 7, if this works for Ms***Please let us know how Ms*** would like to proceedIf 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*** ***
May 9, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** To Whom It May Concern, The following is in response to *** ***’s updated comments. Please refer to Warners’ Stellian’s previous response dated May 5, We apologize for the issue that Mr*** is having with his dryerOn May 6, we had a technician out to Mr***’s home and found that there is a wiring issue within his homeThe dryer is connected to a volt outlet but the outlet itself is only getting voltsThe dryer requires volts to run as designed per the manufacturer’s specificationsOur technician notified Mr*** of his findings and that the issue is in fact not with the dryerWe have advised Mr*** that he will need to have his wiring corrected for the dryer to work properlyWe sincerely apologize for the frustration that this has causedIf 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 caseSincerely, Warners’ Stellian Call Center Manager CC: *** ***
Initial Business Response /* (1000, 5, 2016/02/11) */
February 10,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
*** ** *** *** ***
*** ** XXXXX
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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** was experiencing an issue with her dryerWhen we received a complaint that the dryer was showing an error code we immediately ordered a heater based on the issue they were havingAfter placing an order for the part, we received notification from the warranty company that they would not authorize the repair but instead review for replacementA manager did reach out to MrFrydendlund on February 9, and authorized a full in-store credit for the cost of the dryerCustomer Frydendlund went into the store and selected a new dryer which is being delivered on February 11, 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
Call Center Manager
CC: Ms***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
The consumer indicated that he/she ACCEPTED the business response
Initial Business Response /* (1000, 7, 2015/10/02) */
October 2,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Mr*** has experienced some issues with his refrigerator doorInitially a third party communicated improper information to us resulting in a lengthy delay for a door which was not neededAdditionally, a number of doors have been damaged in transit to us/the customerAs of today, we have an agreement with Mr*** to give him a sizeable concession to keep the unit in its current conditionWe apologize for the unexpected challenges but have done our best to resolve this matter
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 Manager
CC: Mr*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/10/05) */
10/2/updateWS and DCS have agreed to refund a little over 50% of the cost of the applianceWe accepted the offer
Final Consumer Response /* (2000, 9, 2015/10/05) */
April 19, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr*** has experienced an issue related to his dishwasherAfter receiving this complaint from Mr*** we sent a technician out who found the door latch misaligned, he realigned the latch and tested the dishwasherWe then received another call from Mr*** advising us that the dishwasher was leaking againWe sent a technician out who determined that the door is warped and we would have to order a new doorWe have since spoke with Mr*** and advised that any home damage would be covered by the manufacturer but would require a claim to be filedWarners’ Stellian agreed to take the dishwasher back for a full store credit and we will cover the cost of installation on a new dishwasherMr*** agreed to our offer and will go into one of our store locations to select a new dishwasherWe sincerely apologize for the inconvenienceIf 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*** ***
To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionUnfortunately, our customer Mr& Mrs*** have experienced an issue with their washing
machine leaking water during the wash cycleThe washing machine was purchased on April 11, 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 replacedWarners’ Stellian ordered parts and completed the repair on August 30, Mrs*** contacted Warners’ Stellian again on October 10, stating that the washing machine is leaking from the bottomWarners’ Stellian scheduled for a technician to go back out and diagnose the current issueWhen our technician was out he ran a load in the washing machine and did not find any leaksWe 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*** declined bothUnfortunately, 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)
March 28, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 issuesUnfortunately, customer Mr*** has experienced an issue related to his dishwasher. After receiving this complaint from Mr*** on February 15, we scheduled a repair appointment for February 17, and at that time our technician determined parts would be needed to repair the dishwasherMr*** contacted our service department stating that he did not want to continue with repair in which we then offered to exchange the dishwasher for a new one or provide in store credit for Mr*** to select a different type of dishwasherOn Friday February 18, Mr*** declined all of the options given so we agreed to refund him in full for the cost of the dishwasherWe scheduled to have the dishwasher picked up the following Monday February 22, and we processed the refund the same dayWe must have the product returned to us before we can process a refundWe sincerely apologize for the inconvenienceIf 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*** ***
We are working as quickly as we can on this repairUnfortunately, when parts are on factory back order and out of warranty we have to wait for the part to become availableWe apologize for the error as your refrigerator did have a year manufacturers warranty as it was purchased in 2013, we were going off of the current Viking warranty today which is two years, that was changed in 2014. The year warranty that you reference is for major component coverage, the repair necessary does not include any major components to the cooling system. We will have a manager contact you right away. Thank you,Warners' Stellian
August 15, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesWe apologize for the miscommunications on our endAfter receiving this complaint we have been in contact with Mrand Mrs***We have determined that a part is still needed for the washing machine drain hose and we have obtained the partAn appointment is scheduled for Thursday August 17, to complete this installationIf 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& Mrs***
Initial Business Response /* (1000, 5, 2015/07/24) */
July 24,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has been experiencing an issue related to her refrigeratorSince receiving notification of this issue we have made several attempts to repair itDue to the same issue continuing to occur, we submitted this to the manufacturer to be reviewed for an exchangeToday we received authorization to do so and contacted the customer to let her know that we will be taking the refrigerator backThe customer now has a credit to go into the store to select a new refrigeratorWe 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
Customer Service Supervisor
CC: Ms***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also want in writing that they will deliver and set up the new refrigerator that we pick out and take the old one out of our home with no charge
Final Business Response /* (4000, 9, 2015/08/03) */
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
The following is in response to ***'s updated commentsPlease refer to Warners' Stellian's previous response dated July 24,
We apologize for the issues related to ***'s refrigerator and the frustration that this has causedAgain, we did get authorization to take the refrigerator back and issue a store credit for Ms*** to select a new refrigeratorThe credit is for the amount that was originally paid, as long the new refrigerator is of equal or lesser value, there will be no additional feesWe will deliver the new refrigerator and pick up the old one at no additional costAgain, our apologies for the aggravation this situation has caused/is causing
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 Customer Service Supervisor
CC: ***
Final Consumer Response /* (2000, 11, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
July 31, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# *** To Whom It May Concern, The following is in response to *** ***’ updated comments. We apologize for the refrigerator issues that Mrs*** has encounteredWarners’ Stellian recognized that there was an error on our end and we discussed several different options with Mrs*** to rectify the situationOn July 20, an agreement between Warners’ Stellian and Mrs*** was made that she would like the same model refrigerator, brand new at a discounted priceWe made an agreement, collected the difference in payment and scheduled delivery for July 26, which has since been completedWe sincerely apologize for the frustration that this has caused but again we do feel that we have been fair in resolving this issue 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: *** ***
Initial Business Response /* (1000, 5, 2015/09/09) */
September 9,
Warners' Stellian Company Inc
Atwater Circle
StPaul, MN XXXXX
Revdex.com
SRiver Ridge Circle
Burnsville, MN XXXXX
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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** has been experiencing an issue related to washerAfter receiving this complaint from Ms*** we advised that we were going to order water valves and schedule an appointment once they arrivedOn July 14th our technician went out and replaced the water valves at that time he informed the customer that the noise was coming from the pipes in their home, not the washer itselfHe did mention that they could put water suppression valves on the pipes in their home to reduce the noise but that is not something covered under the warranty that is on the washerAt that time the customer decided that they would like to get a different washerOn 9/3/the customer spoke with one of our store managers who then approved for us to take the washer back for a full store creditAt this time the customer will just need to go into the store to select a new washerWe 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*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician came out and said we need to install the suppression valves onI didn't think that was the issue but we put them on anyway and it still makes a noise when the water goes into the washer
I think they handled this very poorly and dragged this process out for months saying it's our house and our pipes so we changed the pipes from copper to pex and put the suppression valves on and it STILL makes noise and they want to still blame it on our houseAlso I had the sales person telling us at one point that we have to pay a stocking fee because we have had the washer for so long and have used it when we have been trying to resolve this issue for a long time and have gotten the run aroundAlso why should we have to pay for their faulty washer
We are going today to pick a different washer out but not sure we want anything from this store
Complaint: ***
I am rejecting this response because: at the time we made the purchase and one of the reasons for it with WS was they were offering a free installation of our new dishwasherWhen their rep installed it the unit would not work and he said it was because it was frozen because of the cold weatherThis is unprofessional on their part, I did not freeze the dishwasherPlus now I am continuing to waste my precious time trying to get back the $through the rebate company for the dishwasher installationThis is also unprofessional because they are just passing their work off to meI have spoken with the rebate company a few times on the phone now, have faxed extra documents and suchI as a customer should not have to be doing this, but again as I stated Warner's Stellian is not really completing their workCustomer service is not really their primary focus as they state in their comments!!
Sincerely,
*** ***
July 25, Warners’ Stellian Company Inc*** *** *** StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case#*** 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs*** has experienced an issue related to her refrigerator being damagedThis refrigerator was sold at a significant discount as the retail cost for that specific model, brand new is $+ taxDue to the refrigerator having damage at the time of delivery that was not seen at the time of the sale we gave Mrs*** a few different options to rectify the situationWe offered 1)An additional 10% discount to keep the refrigerator as is, 2.) A full in-store credit for the amount Mrs*** paid to select a new refrigerator or, 3.) The same refrigerator but brand new in the box with a significant discount, at our costMrs*** chose option 3. Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issueThe new refrigerator is scheduled to be delivered to Mrs*** today, Wednesday 7/25/We sincerely apologize for the inconvenienceIf 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: Mrs*** ***
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 $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, 2015/08/25) */
I apologize about the error and we would be happy to see if we can order in the specific Air Conditioner the customer would likePlease email the brand and model number to ***@warnersstellian.com or XXXXXX-XXXX and we will inquire with
the manufacture
Initial Business Response /* (1000, 5, 2015/04/22) */
April 22,
Warners' Stellian Company Inc
***
StPaul, MN
Revdex.com
SRiver Ridge Circle
Burnsville, MN
RE: Revdex.com Complaint Case# ***
To Whom It May Concern,
At Warners'
Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues
Unfortunately, customer Ms*** is experiencing an issue related to her rangeUpon receiving notification of this issue from the customer on December 26th, 2014, we scheduled an appointment to diagnose the rangeWe were made aware that two of the parts needed were on factory back orderWe continue to get notifications that the estimated time of arrival continues to changeWe have pushed to get these parts faster and we are expecting the parts to arrive this weekOnce the parts are in our possession we will get Ms*** added to our schedule to get this repair completedWe sincerely apologize for the length of time this is taking to complete
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ***
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms***
At Warners’ Stellian, providing the highest level of service for our customers is a top priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, our
customer Mr*** has experienced an issue with his refrigerator not coolingThe refrigerator was purchased on February 18th, During the purchase, Mr *** purchased a year extended warranty, expiring on February 18th, The extended warranty included a 5th-10th year major component part only coverageFor Mr***, this means the extended warranty would cover only the cost of the compressor after Mr*** paid for the diagnostic fee and laborIf it was determined that the compressor was not needed, all repairs would be 100% customer payableOur technician ran a diagnostic on Mr***’s refrigerator and it was determined that the inverter board was neededThere is no valid warranty coverage on the inverter boardMr*** agreed to move forward with the repair, paid for the service, and the repair was completed by Warners’ Stellian on August 9th, We were notified by Mr*** the following day that the refrigerator was not cooling properly again and we scheduled for a technician to go back to his homeDuring the diagnostic after replacing the inverter board, it was determined that the refrigerator also needed a replacement compressor and drierLabor for a compressor repair is $While the extended warranty will cover the part cost of the compressor, the customer is responsible for the original diagnostic fee, the non-warranty repair of the inverter board, as well as the labor for the compressor repairWe sincerely apologize for the inconvenienceIf for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####Sincerely-Warners’ Stellian
October 17,2016 Warners’ Stellian Company Inc.*** *** ***StPaul, MN 55103Revdex.comSRiver Ridge CircleBurnsville, MN 55337RE: Revdex.com Complaint Case# *** To Whom It May Concern, The following is in response to *** ***’s updated
comments. We apologize for the refrigerator issues that Ms*** continues to haveWe repaired her refrigerator in our shop and tested it for five days with no failureSince we received this complaint we had a technician go out to Ms***’s home and confirmed that more parts will be needed. Due to the issues with this refrigerator we have agreed to take it back for a full store credit and allow Ms*** to pick out a new refrigeratorWe have contacted Ms*** via telephone and advised her of this decisionWe sincerely apologize for the frustration that this has causedIf 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 ManagerCC: *** ***