ComplaintsforThe Appliance Depot

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 4th Appliance Delivered a new ** washtower ( a slightly dented unit as that was all they had).At the first use neither the washer or dryer worked.When contacted Appliance Depot said they would not come fix the unit, but we would need to contact **.We contacted ** per Appliance Depot's instructions and ** sent a repair person.The repair person opened the washer unit and found the shield for the electronic control circuit-board had been removed and the board was hanging by a wire. And in the dryer, the heating element was not functioning.The repair person stated this unit had been opened previously and 'messed with'.And we needed to contact Appliance Depot to get it replaced as it wasn't new & operating due to previous opening of the units.After multiple attempts, we finally talked to a manager at Appliance Depot, who rudely stated that since we had contacted ** it was registered and all this was ** problem and they won't do anything to assist.

  Business response

  10/28/2021

  customer *************************** purchased a ** washer and dryer tower all in one unit, we delivered and installed appliance. Before purchasing appliance customer was given written copy of our store policy and willingly signed our legal agreement. they were notified verbally and in written form of our all sales are final store policy, as well the procedures of warranty in the event of malfunction of the appliance. unfortunately the appliance broke a couple of days after delivery. customer contacted our store, and we kindly advised them again that they needed to contact ** for warranty, they did and registered the product. from that point forward the appliance is under manufacture warranty and liability and responsibility to repair or replace unit is under ** not the appliance depot. there are procedures that need to follow first, just because the ** tech says to return unit, ** has to start a a RMA if that in fact is the ultimate decision on their part. we attempted to explain that to the customer, but they decided to contact their credit card company and lied to them that we never delivered and installed the appliance, which we provided proof of signed  and pictures of delivered appliance in their home.

  Customer response

  10/28/2021

  The appliance was to be new.

  When ** came to our house as advised by Appliance Depot, ** determined the appliance delivered was NOT new.  And neither the washer unit or the dryer unit worked.  We have both the report and pictures from the ** repair technician documenting this.

  Summary, we purchased a new appliance and Appliance Deport did not deliver and install a new unit as documented by the manufacturer's repair technician.

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

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a refrigerator from appliance depot, after a month the seal on both the fridge and freeze came off and it was no longer staying cold. I called appliance depot and they said call the manufacturer. After speaking with the manufacture- they said to just exchange or get a refund on fridge as they couldnt repair. They sent me a letter approving the exchange/ refund. Appliance depot refused to honor this and said no to any help. After further review by the manufacturer, appliance depot was not licensed to sell their refrigerators. So appliance depot sold a defective refrigerator that they arent licensed to sell and left me dealing with the issues.

  Business response

  10/14/2021

  
  
  *************** was verbally explained our store policy and willingly signed our legal agreement. The fridge he purchased has a manufacture warranty!!! he was able to contact the manufacture. the fact that the manufacture is unable or unwilling to address the issue directly with customer is out of our control. which we clearly explained that to **************** but he was not understanding. we buy all appliances from our buying distribution team not directly from winia. winia insisted the customer return product to our store instead of addressing a simple issue which should be covered under manufacture warranty. unfortunately we cannot just accept a fridge back when the customer has had it over 30 days, which the customer clearly failed to point out. as you can clearly see purchase date on his receipt he purchased in july and contacted us in august, we provided him with the best service we could provide. we provided him with the info needed to contact the manufacture with the issue he had which 100% was under manufacture warranty and by our agreement the customer is responsible to deal directly with them. we have no involvement because the warranty is not with our company. from the beginning when customer came into our store we provided him with excellent customer service he purchased

  Customer response

  10/22/2021

  The manufacture did help resolve this issue.  In the process it was discovered that appliance depot is not licensed to sell this model of fridge. It is only sold by Lowes. Winia  is investigating how they came to sell this model. But it does go to show the lack of integrity by appliance depot. 

  Business response

  10/25/2021

  we're glad the manufacture was indeed able to address an issue that they're responsible to do so.  thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩