ComplaintsforEast Oak
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Complaint Details
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Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
10-27-22 I purchased an electric heater from East Oak through Amazon, total price paid was $139.16 and the item has a 3-year warranty. It had to be replaced one other time and customer service was great about everything. The same issue happened the heating tube failed. I emailed at least 4 times and called and left messages a couple times and no one ever got back to me, I also spoke with amazon and they directed me to the seller. being that the heater is still under warranty I feel it should be taken care of by the seller. Amazon order #***-9416701-8718627Business response
01/30/2024
Hi *******,
I hope this message finds you well. We want to acknowledge your recent complaint regarding your East Oak electric heater (Amazon order #***-9416701-8718627).
We want to inform you that we have already sent an email on January 17, outlining the situation and offering potential resolutions. We understand the importance of addressing your concerns promptly and assure you that your satisfaction is our top priority.
If you haven't had the chance to review our email, please check your inbox (including spam or junk folders) for the email sent on January 17. We outlined two options to accommodate your needs: waiting for restocking with a $10 gift card as a token of gratitude or exploring alternative solutions.
We eagerly await your response to proceed with the resolution that best suits your preferences. Your satisfaction is of utmost importance to us, and we are committed to finding the most suitable solution for you.
If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and cooperation throughout this process.
Best Regards,
East Oak Customer ServiceCustomer response
01/31/2024
Complaint: 21209300
I am rejecting this response because:
I never recieved an email, I have you as a contact, it would not gone to junk mail but I kept an eye on it just in case. My purchase is covered with a 3 year warranty and $10 gift card, no thank you. As far a backorder its available on Amazon. I would like this to be resolved fairly.
Sincerely,
*********************************Business response
02/02/2024
Dear *******,
I hope this message finds you well. I appreciate your prompt response and want to address your concerns regarding the recent communication.
Upon reviewing our records, it appears that we have indeed reached out to you via your email address: ********************** Please find attached a PDF copy of the ticket that outlines our communication flow.
I understand that you have a 3-year warranty as part of your purchase. We value your satisfaction and are committed to resolving the matter fairly. To provide a satisfactory solution, we now have the heating tube replacement part available.
If you would like to proceed with the replacement, we are ready to dispatch it to the address provided: ********************************************************************************.
Please let ** know. We'll wait for your confirmation.
Alternatively, if you have any further questions or concerns, please respond to this email or reach out to us at *********************************** Your feedback is crucial to us, and we want to ensure your experience is positive.
Thank you for your understanding and cooperation.
We look forward to resolving this matter to your satisfaction.
Best regards,
East Oak Customer SupportCustomer response
02/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Thank you for the replacement heater.
Sincerely,
*********************************
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
8620 Thornton Ave
Newark, CA 94560
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.