ComplaintsforGoemans Appliances

• Initial Complaint

  27/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Appliances Invoice #********** on July 23rd 2022 with Delivery on May 24 2023 The ********** Fridge was delivered with a faulty Water Dispenser and Scratches. This was a new home construction which I did not take possession of until the first week of July. July 6th 2023 Goemans was first notified of the faulty water dispenser July 8th 2023 Goemans Offered a 10% compensation for the scratches which I accepted, however never received, was told to expect an email. Have still not received to this day July 11th 2023 I was contacted by *** ********** to schedule an appointment for July 13th July 13th - Servicer was a no show and did not respond to phone calls. Advised they had ordered parts (no service call) Sept 8th - servicer came to install, told they ordered the wrong part. and to wait for correct parts Oct. 19th Goemans Advised they would replace the entire fridge but charge me $508.50 for installation of the new unit. I declined and instead said I would take the unit if they would compensate me instead. December Goemans Declined compensation instead would cover installation cost. I gave up and said fine to replace the fridge but only if they can do it on the same day ** * ****** ** ******* * ****** *** ** ******** ****** ** ***** They Agreed January 5th 2024 - old fridge disconnected and removed - Delivery team too all hardware and waterline kit January 10th, new fridge arrived January 12th - installers attempted to install, could not due to missing parts, Goemans opened new ticket to resolve January 12th - Feb 21sth Sporadic communication from Goemans due to an employee "Emergency Leave" and attempts to identify an installer were unsuccessful Feb 21st - Escalated, told manager would call back in 2-3 days, no call received Feb 26th - escalated again, told manager will call back, still no call I have been without a fridge for almost 8 weeks after 7 months of waiting. At this point would request 50% refund and I will find my own installer.

  Business response

  06/03/2024

  Hello.

  I am very sorry to hear you are having a challenge with your exchanged fridge. It is never our intention for our customer to have a negative experience with us. 

  I do see the part has been ordered and we are waiting for confirmation that you received it. Once received we will arrange for a servicer to install. The parts required for the installation have been located and our installers will bring them when the come to finish the installation. 

  Please reach out to us at *************@***********.ca if you require further assistance. 

  Customer response

  14/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: 
  
  a) The company continues to provide conflicting information about resolution are still not even understanding HOW to resolve let alone set proper expectations on WHEN.  The same customer service agent is still assigned and the resolution of this which is going in circles.  Nothing is happening.
  b)  No member of management has reached out to discuss compensation
  

  
  Sincerely,
  
  ******* ******

  Business response

  27/03/2024

  Hello, I have reviewed Mr. ******'s file and we are working with the servicer to have the leg installed as soon as possible.
  Once the leg has been installed out installation team will schedule a day to go out to complete the fridge installation.
  
  We will be in contact with Mr. ****** directly to assist with the completing the installation of his fridge as quickly as possible.
  
  Thank you,

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