ComplaintsforScheel Furniture And Appliance

• Initial Complaint

  23/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thursday April 11th first fridge scratched inside and out refused to order me a new one. Told me they had them in stock lied about it being a floor model then when I asked how they were going to replace the inside of the fridge because the freezer had scratches too she tried to tell me that it wasn’t scratched when they looked at it and accused me of scratching the inside of the fridge when I hadn’t even put anything in the fridge yet it was still empty and then when I asked for her to order me a new fridge, she said nope they don’t even make that fridge anymore you can’t get another one and then told me to take my broken fridge back into that they would come get it and then brought me another floor. Model refused to give me a discount on that one as well charge me another hundred dollars for the second floor model, and the door was scratched on that so they said they’d order me a new door and then when they brought the new door, it didn’t come with a seal and a water dispenser or shelves or an electronic component, and they had to rip the electronic component out of the first door. They had to take all the tubing from the water dispenser, put the water dispenser and everything back into the new door.

  Business response

  23/04/2024

  The customer purchased a last year model at a discount from the floor. Plus we paid the taxes as well for her order. This item was unpacked 10 days prior to delivery and was the last one in stock. This model is no longer in production. the customer called complaining on date of delivery about some minor marks on the fridge. We offered new replacement doors or they could upgrade to the this year model which is a bit more money. The customer chose the upgraded model which they also looked at on the display floor. We agreed to deliver at no additional charge just the upgraded price difference and the customer agreed. The replacement fridge was delivered immediately(same day). Once the original one was returned and we could not find any permanent marks. They rubbed off. Likely packing tape residue. Either way we thought the customer would be happy with the upgraded model. Both models come with a full manufacturer warranty. The replacement fridge was delivered and again the customer complained that there were a mark on one door of the new fridge. So we ordered a replacement door panel for the customer. It has been since installed. The replacement doors do not come with door seals, bins or any other components. These are taken off the marked door and installed on the new one. This is standard practice. The door can not be ordered complete from the manufacturer. Each part is separate. The fridge marks are now corrected. We also inspected the door that was replaced and it took a hard look to find the marks. It was replaced for a customer satisfaction reason as we want complete satisfaction from our customers. This is how we have been in business since 1946. Unfortunately this customer will never be satisfied and because this is the second fridge with apparent marks we feel its best to offer a full refund and pick up the fridge. We feel we could deliver 100 fridges and there would be an issue with each one. This offer to refund was made over 8 hrs ago for pick up and reimbursement in two days and there has been no response from this customer. We are now left with a used fridge but feel it is best to have this customer find another fridge at another dealer somewhere. Some customers can not be satisfied.  

  Customer response

  23/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21613810, and find that this resolution is satisfactory to me.

  
  However there are a lot of lies in her response. She did not tell me that it was a floor model and there was no discount. They had a home show promo on that was giving tax off of every single item that they had in the store. She told me to my face that they had lots of those models in stock. when my husband called and asked if the model we received was off the floor she lied to him on 2 separate phone calls. This gaslighting behaviour was also done to 2 of my cousins who received floor models for full price. They had the promo of no tax on for new ordered appliances as well. There was absolutely no discount for my appliance coming delivered from off the floor with no plastic on it. I have multiple photos of the deep scratches in the stainless steel which I could send multiple photos to you guys if you wish. She received all the photos of the scratches they are not capable of being rubbed off they are way too deep my husband is an aircraft mechanic he knows how deep you can buff out of metal these scratches were very deep on one door and the freezer drawer the inside of the freezer was also scratched fairly deep but she proceeds to reply that they were just dirt which is a lie. She also told us when we got it we only had 48 hours to return it. She only  offered me to be able to return it today after I had emailed you guys. The fridge makes high pitch noises and the people who installed the new door couldn’t get the 2 doors to sit flush because the seals aren’t even which is the way the fridge came so one sticks out past the other one which looks like crap. She’s accusing me of being a difficult impossible to please customer when this is the same service my parents and  2 of my clients and 2 or my cousins have all received. I decided to give them another chance and figured there’s no way they would do this to me when I asked if they had them in stock and she told me right to my face that they did. It took 3 phone calls for her to admit it came off the floor To my husband. She even went as far as to say the delibery driver was confused and the fridge was not off the floor.  My cousin spoke to ********** herself about her dishwasher having major issues and they told her that all floor models warranty are void immediately, but they sold me this item and are saying in the email above that the warranty is good. It’s been lie after lie and disrespect. I accept the refund however we are leaving town tomorrow to Toronto for the weekend and we can not be home Thursday for them to pick up and we will get back to the business tomorrow about the refund and picking up the fridge. I don’t appreciate her accusing me of being the problem when I have the photos to prove it with the damages to the fridges and the lies about discounts when there was none, just the home show no tax that they were offering everyone. Typically floor models are sold with the clients knowing it’s coming off the floor not for full price with no tax. I paid for the first fridge to be delivered and they didn’t charge a delivery fee to bring the second fridge because it was their fault. She’s extremely rude I will be returning the fridge because it’s making loud noises and we are uncomfortable keeping it. As for her behaviour and gaslighting lies to the customers, that needs to be corrected 
  Sincerely,

  
  
  *** **********

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