May 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 Mr.*** has experienced an issue related to his dryerAfter receiving this complaint from Mr*** we offered to send a technician out under the manufacturer’s service warrantyMr*** declined service and asked for a replacementWe agreed to take the dryer back for an in-store credit as this dryer was a floor model, purchased at a discounted priceUnfortunately, when a discounted model is purchased we cannot replace it with a brand new (in the box) appliance at no additional costIf Mr*** would like to schedule a repair appointment we can get that fully covered under the service warrantyWe 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*** ***
Initial Business Response /* (1000, 5, 2015/04/29) */
April 29,
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 vacuumUpon receiving notification of this issue on the first vacuum we quickly exchanged it for a new oneWhen we were made aware of an issue with the second vacuum we advised that we would need to have a technician diagnose itWe diagnosed the vacuum today, April 29, Our technician found that there was nothing functionally wrong with the vacuum but in fact the handle was not fully pushed inWe are sending the vacuum back to the store that Ms*** purchased from and it will be available for pitomorrow April 30, 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
Customer Service Supervisor
CC: Ms***
Initial Consumer Rebuttal /* (2000, 7, 2015/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Today I did pick up the vacuumIt does work nowFrom what I observed, there is no way for the person using the vacuum to adjust how far the handle is pushed in to prevent a stallSo, the adjustment was needed
Aside from the fact that the vacuum appears to be working satisfactorily, I have to say that I felt forced upon by Warners'Stellian to keep the vacuum instead of being given a refund
Next time I buy appliances I will be sure to check out the seller's return policy
Thank you for the attention you have given to my concerns, ***
I am rejecting this response because:This lame response from Warners Stellian - which does not at all accurately depict the events of the last month - is very typical of their absolutely horrendous service I will never, ever buy another item from Warners Stellian and I will encourage others to do likewise
Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
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 been experiencing an issue related to his microwaveSince receiving notification of the damaged door, we ordered a door and scheduled to replace itWhen our technician was out to replace the door he found more damage to the microwave, and deemed the microwave to be non-repairableAt that time we submitted this to the manufacturer to be reviewed for an exchangeOn August 10, Mr*** was notified that the exchange was approved and we have an appointment scheduled for August 15, to install the new microwaveWe 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: Mr*** ***
Initial Business Response /* (1000, 5, 2016/02/10) */
February 10,
Warners' Stellian Company Inc
*** *** ***
*** ***, ** XXXXX
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 Mr*** is experiencing an issue related to his refrigeratorAfter receiving this complaint from Mr*** we confirmed that he did buy a floor model refrigeratorWe cannot change the verbiage on a finalized order and all floor models are sold in "physical condition" as the invoice reflectsThe product does come with a full one year manufacturer's warranty which covers any functional or mechanical failuresIf the wheels are delaminating it should have no effect on the performance of the refrigeratorIf Mr*** has any issues with the refrigerator's functionality we advise that he contact our service department for repair as we have our own authorized service techniciansWe 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: Mr*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not aloneWhen I called the bank to stop payment, they implied "With a receipt that says on it rather than FULL MANUFACTURE'S WARRANTY APPLIES TO THIS FLOOR MODEL REFRIGERATOR STARTING THE DAY PURCHASED says there is no warranty"
I respectfully request Warners' Stellian to fix my receipt as requested or contact me with a time they can pick up their refrigerator for a full refundI did not buy an refrigeratorRather I purchased a refrigerator with NO NOTICEABLE DENTS OR SCRATCHES as also stated on my copy of their receipt
Thank You
March 16,
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 issues
Unfortunately, customer Mrs*** has experienced
an issue related to her refrigerator and cosmetic damage on her microwaveBoth
products are covered by the manufacturers service warranty and do require us to
perform serviceWe currently have parts in and have left several voice
messages for Mrs*** to schedule a service appointment but we have been
unsuccessful at getting in touch with herWe did leave another voice message
for her today and offered to communicate via email if that is easier for Mrs
***We would like to get this issue resolved as soon as possible and we are
currently waiting for Mrs*** to contact us to get scheduled for a repair
appointmentWe 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:
Mrs*** ***
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
I responded to the v/m that was left for me yesterday Monday 12/11/I contacted Ms*** via telephone and advised that a check is being sent to her home Thank you, Erin ***Warners' StellianCall Center Manager
Initial Business Response /* (1000, 6, 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 Ms*** has experienced an issue related to her dishwasherThe dishwasher was purchased on July 22, On August 21, we were contacted by Ms*** inquiring if the door could be latched tighter on her dishwasher, in addition to her dissatisfaction with the unit being too quietAt that time the customer service representative stated that the customer could contact the store regarding an exchange, but advised there would be a buy back fee involvedUnder the manufacturer's warranty we are required to perform service to repair the products, in which Ms*** agreed toWe scheduled an appointment for August 25th, and replaced a "stiffener bracket"We did not hear anything more from Ms*** until September 28, regarding her dishwasherWhen we were contacted on September 28, Ms*** called in regards to getting the dishwasher exchanged as she has to press the "start" button several times for the dishwasher to turn onWe explained that we will need to schedule a repair under the service warranty and scheduled an appointment for October 5, We sincerely apologize for the inconvenience and look forward to resolving this matter, soon
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms*** ***
I am rejecting this response because:
Warner stellian miss represented their business and informed me three times that they would do the exchangeMy wife and I would not have purchased this dryer if their sales associate did not say that it was covered for replacement by Warner stellianBy them not honoring their word as a business I find this as unacceptablethis company has not held any customer service or good business values/ethics since they don't honor the word of their employees and lie to customers in order to make a sale
July 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 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 delivered a washer to Ms***’s home on June 17, On the afternoon of June 17, we were notified that the washer was leakingWe scheduled for a technician to go to Ms***’s home on June 18, to diagnose the washerThe technician found that the tub seal had failed causing the washer to leakWe agreed to take the washer back and scheduled the pick up on June 21, We notified Ms*** 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*** refusedWe were contacted by the manufacturer on June 23, advising us that if the washer was not in the customer’s home they would not be able to complete the home damage claimWe advised Ms*** of this information and she denied letting us return the washer to her home until the claim is completeWe are currently holding the washer in our warehouse in-case it is needed during the damage claimThe 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 customerWe 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 warehouseIf Ms*** does not need the washer for the home damage claim we will refund her in full and properly dispose of the washerPlease notify us on how Ms*** would like to proceedWe 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: MsDiane *** *** ** *** ***
Initial Business Response /* (1000, 5, 2016/01/14) */
January 14,
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*** received a dishwasher that had concealed frame damageUnder the manufacturer's warranty we are required to have an authorized technician determine if an appliance is not repairableAfter having a technician confirm that this dishwasher was not repairable we agreed to replace Mr***'s dishwasher with a new oneMr***'s dishwasher was a special order item and due to the holidays and hours of operation at the manufacturer unfortunate delays occurredWe apologize for the miscommunications and scheduling errorsDue to our errors we did cover the installation fees of the current dishwasherWe have also confirmed that the install was completed on January 12, 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-
Sincerely,
Warners' Stellian
Call Center Manager
CC: MrMatt ***
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 over one month since we notified Warners's Stellian of the defective dishwasherThe employees failed to provide good communication and showed a lack of urgency and empathy to us in this matterThis was the poorest example of customer service we could have receivedIn 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
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 September 23, We apologize for issues that Mr*** is experiencingDue to the terms of the manufacturer’s service warranty we would like to repair Mr***’s dryer and the washing machine is running as designed by the manufacturerWe understand that Mr*** does not want to continue with service at this time so in efforts to resolve this issue we have made the following final decisionWarners’ 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 feePlease let us know how Mr*** would like to proceedWe 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 Manager CC: *** ***
Hello, We apologize for any miscommunications regarding the issue with your washing machineWe can schedule for a service technician to come back to your home as a second opinion to determine where the leak is coming from and resolve the issuePlease contact us at ###-###-#### to schedule an appointment. We look forward to resolving this issue and completing the repair. Thank you,Warners' Stellian
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
Initial Business Response /* (1000, 5, 2016/02/02) */
February 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 Ms*** is experiencing an issue with her dishwasher and washerWe were originally contacted by Ms*** regarding her dishwasher making a noiseWe scheduled for a technician to diagnose the dishwasher, who then determined a drain pump was neededAlthough Ms***'s dishwasher is out of warranty, Warners' Stellian reached out to the manufacturer and did get coverage for this entire repairWhile waiting for the drain pump to arrive, we received a call from Ms*** 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 dishwasherOn January 14, we contacted the *** residence to schedule an appointment but had to leave a messageWe received a return call on January 20, and at that time scheduled for February 1, When a time request is requested we try to honor them the best that we canWe cannot guarantee a time request as the schedule is constantly changing due to additional repairs and/or cancellationsWe 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-1:00pmWe spoke with Ms*** on February 1, and she advised she will not be available until after February 16, We have also left a voice message today to try to get her on the scheduleWe 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-
Sincerely,
Warners' Stellian
Call Center Manager
CC: Ms*** ***
May 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 Mr.*** has experienced an issue related to his dryerAfter receiving this complaint from Mr*** we offered to send a technician out under the manufacturer’s service warrantyMr*** declined service and asked for a replacementWe agreed to take the dryer back for an in-store credit as this dryer was a floor model, purchased at a discounted priceUnfortunately, when a discounted model is purchased we cannot replace it with a brand new (in the box) appliance at no additional costIf Mr*** would like to schedule a repair appointment we can get that fully covered under the service warrantyWe 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*** ***
Initial Business Response /* (1000, 5, 2015/04/29) */
April 29,
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 vacuumUpon receiving notification of this issue on the first vacuum we quickly exchanged it for a new oneWhen we were made aware of an issue with the second vacuum we advised that we would need to have a technician diagnose itWe diagnosed the vacuum today, April 29, Our technician found that there was nothing functionally wrong with the vacuum but in fact the handle was not fully pushed inWe are sending the vacuum back to the store that Ms*** purchased from and it will be available for pitomorrow April 30, 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
Customer Service Supervisor
CC: Ms***
Initial Consumer Rebuttal /* (2000, 7, 2015/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Today I did pick up the vacuumIt does work nowFrom what I observed, there is no way for the person using the vacuum to adjust how far the handle is pushed in to prevent a stallSo, the adjustment was needed
Aside from the fact that the vacuum appears to be working satisfactorily, I have to say that I felt forced upon by Warners'Stellian to keep the vacuum instead of being given a refund
Next time I buy appliances I will be sure to check out the seller's return policy
Thank you for the attention you have given to my concerns, ***
I am rejecting this response because:This lame response from Warners Stellian - which does not at all accurately depict the events of the last month - is very typical of their absolutely horrendous service I will never, ever buy another item from Warners Stellian and I will encourage others to do likewise
Initial Business Response /* (1000, 5, 2015/08/13) */
August 13,
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 been experiencing an issue related to his microwaveSince receiving notification of the damaged door, we ordered a door and scheduled to replace itWhen our technician was out to replace the door he found more damage to the microwave, and deemed the microwave to be non-repairableAt that time we submitted this to the manufacturer to be reviewed for an exchangeOn August 10, Mr*** was notified that the exchange was approved and we have an appointment scheduled for August 15, to install the new microwaveWe 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: Mr*** ***
Initial Business Response /* (1000, 5, 2016/02/10) */
February 10,
Warners' Stellian Company Inc
*** *** ***
*** ***, ** XXXXX
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 Mr*** is experiencing an issue related to his refrigeratorAfter receiving this complaint from Mr*** we confirmed that he did buy a floor model refrigeratorWe cannot change the verbiage on a finalized order and all floor models are sold in "physical condition" as the invoice reflectsThe product does come with a full one year manufacturer's warranty which covers any functional or mechanical failuresIf the wheels are delaminating it should have no effect on the performance of the refrigeratorIf Mr*** has any issues with the refrigerator's functionality we advise that he contact our service department for repair as we have our own authorized service techniciansWe 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: Mr*** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not aloneWhen I called the bank to stop payment, they implied "With a receipt that says on it rather than FULL MANUFACTURE'S WARRANTY APPLIES TO THIS FLOOR MODEL REFRIGERATOR STARTING THE DAY PURCHASED says there is no warranty"
I respectfully request Warners' Stellian to fix my receipt as requested or contact me with a time they can pick up their refrigerator for a full refundI did not buy an refrigeratorRather I purchased a refrigerator with NO NOTICEABLE DENTS OR SCRATCHES as also stated on my copy of their receipt
Thank You
March 16,
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 issues
Unfortunately, customer Mrs*** has experienced
an issue related to her refrigerator and cosmetic damage on her microwaveBoth
products are covered by the manufacturers service warranty and do require us to
perform serviceWe currently have parts in and have left several voice
messages for Mrs*** to schedule a service appointment but we have been
unsuccessful at getting in touch with herWe did leave another voice message
for her today and offered to communicate via email if that is easier for Mrs
***We would like to get this issue resolved as soon as possible and we are
currently waiting for Mrs*** to contact us to get scheduled for a repair
appointmentWe 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:
Mrs*** ***
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
I responded to the v/m that was left for me yesterday Monday 12/11/I contacted Ms*** via telephone and advised that a check is being sent to her home Thank you, Erin ***Warners' StellianCall Center Manager
Initial Business Response /* (1000, 6, 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 Ms*** has experienced an issue related to her dishwasherThe dishwasher was purchased on July 22, On August 21, we were contacted by Ms*** inquiring if the door could be latched tighter on her dishwasher, in addition to her dissatisfaction with the unit being too quietAt that time the customer service representative stated that the customer could contact the store regarding an exchange, but advised there would be a buy back fee involvedUnder the manufacturer's warranty we are required to perform service to repair the products, in which Ms*** agreed toWe scheduled an appointment for August 25th, and replaced a "stiffener bracket"We did not hear anything more from Ms*** until September 28, regarding her dishwasherWhen we were contacted on September 28, Ms*** called in regards to getting the dishwasher exchanged as she has to press the "start" button several times for the dishwasher to turn onWe explained that we will need to schedule a repair under the service warranty and scheduled an appointment for October 5, We sincerely apologize for the inconvenience and look forward to resolving this matter, soon
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms*** ***
I am rejecting this response because:
Warner stellian miss represented their business and informed me three times that they would do the exchangeMy wife and I would not have purchased this dryer if their sales associate did not say that it was covered for replacement by Warner stellianBy them not honoring their word as a business I find this as unacceptablethis company has not held any customer service or good business values/ethics since they don't honor the word of their employees and lie to customers in order to make a sale
July 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 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 delivered a washer to Ms***’s home on June 17, On the afternoon of June 17, we were notified that the washer was leakingWe scheduled for a technician to go to Ms***’s home on June 18, to diagnose the washerThe technician found that the tub seal had failed causing the washer to leakWe agreed to take the washer back and scheduled the pick up on June 21, We notified Ms*** 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*** refusedWe were contacted by the manufacturer on June 23, advising us that if the washer was not in the customer’s home they would not be able to complete the home damage claimWe advised Ms*** of this information and she denied letting us return the washer to her home until the claim is completeWe are currently holding the washer in our warehouse in-case it is needed during the damage claimThe 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 customerWe 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 warehouseIf Ms*** does not need the washer for the home damage claim we will refund her in full and properly dispose of the washerPlease notify us on how Ms*** would like to proceedWe 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: MsDiane *** *** ** *** ***
Initial Business Response /* (1000, 5, 2016/01/14) */
January 14,
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*** received a dishwasher that had concealed frame damageUnder the manufacturer's warranty we are required to have an authorized technician determine if an appliance is not repairableAfter having a technician confirm that this dishwasher was not repairable we agreed to replace Mr***'s dishwasher with a new oneMr***'s dishwasher was a special order item and due to the holidays and hours of operation at the manufacturer unfortunate delays occurredWe apologize for the miscommunications and scheduling errorsDue to our errors we did cover the installation fees of the current dishwasherWe have also confirmed that the install was completed on January 12, 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-
Sincerely,
Warners' Stellian
Call Center Manager
CC: MrMatt ***
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 over one month since we notified Warners's Stellian of the defective dishwasherThe employees failed to provide good communication and showed a lack of urgency and empathy to us in this matterThis was the poorest example of customer service we could have receivedIn 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
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 September 23, We apologize for issues that Mr*** is experiencingDue to the terms of the manufacturer’s service warranty we would like to repair Mr***’s dryer and the washing machine is running as designed by the manufacturerWe understand that Mr*** does not want to continue with service at this time so in efforts to resolve this issue we have made the following final decisionWarners’ 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 feePlease let us know how Mr*** would like to proceedWe 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 Manager CC: *** ***
Hello, We apologize for any miscommunications regarding the issue with your washing machineWe can schedule for a service technician to come back to your home as a second opinion to determine where the leak is coming from and resolve the issuePlease contact us at ###-###-#### to schedule an appointment. We look forward to resolving this issue and completing the repair. Thank you,Warners' Stellian
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
Initial Business Response /* (1000, 5, 2016/02/02) */
February 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 Ms*** is experiencing an issue with her dishwasher and washerWe were originally contacted by Ms*** regarding her dishwasher making a noiseWe scheduled for a technician to diagnose the dishwasher, who then determined a drain pump was neededAlthough Ms***'s dishwasher is out of warranty, Warners' Stellian reached out to the manufacturer and did get coverage for this entire repairWhile waiting for the drain pump to arrive, we received a call from Ms*** 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 dishwasherOn January 14, we contacted the *** residence to schedule an appointment but had to leave a messageWe received a return call on January 20, and at that time scheduled for February 1, When a time request is requested we try to honor them the best that we canWe cannot guarantee a time request as the schedule is constantly changing due to additional repairs and/or cancellationsWe 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-1:00pmWe spoke with Ms*** on February 1, and she advised she will not be available until after February 16, We have also left a voice message today to try to get her on the scheduleWe 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-
Sincerely,
Warners' Stellian
Call Center Manager
CC: Ms*** ***