ComplaintsforPanda Appliances/USA Dispatch Center

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a Panda dryer from Amazon for $275, it began making noise, contacted the manufacturer, was told to send them picture & video which I did. They sent me a replacement belt, told me to replace it which I did. The dryer stopped working. They initially refused to replace but after I comolaintes they agreed to send me a new one only If I send them pictures of cut power cord and $40 shipping fee which i did. The item ibrexeived on 10/23 was a Used, differemt br*** name, magic chef dryer with No vent hose! I need $275 plus $40 shipping refumded or need a new dryer sent ASAP! We twmporarily live in RV while buikding our house *** need it immediately. My husband is disabled and a senior. Theu committed a crime against senior citizen!

  Business response

  10/26/2023

  It is impossible for us to send a Magic Chef dryer with that condition to the customer. 
  
  
  First, when we provide replacement service, the model of a replacement is always the same with the one the customer originally ordered. The one we sent to the customer is a ******************************* dryer, which is the same model with the one the customer original ordered, we checked with our technical department and shipping departments and confirmed. 
  
  
  Second, we are the manufacturer of Panda and ***** but not Magic Chef's, we do not sell any Magic Chef dryers, so we do not have any new or refurbished Magic Chef dryers in our warehouse. 
  
  
  Third, although most of the replacement units for warranty service are not brand new, they are at least 95% new (might have minor dents or scratches that do not affect the proper work of the machine), they can be either refurbished or open box units, all of them are cleaned and tested by our technical department to make sure it is clean and fully functional before packing into boxes. The units with the condition of the unit in the pictures the customer provided will never be refurbished or packed in boxes but abandoned directly.
  
  
  Third, the customer only provide some pictures showing a Magic Chef dryer to us and in the claim and a picture showing the shipping label on a box to us, but none of the pictures can prove that the Magic Chef dryer was packed in that box or sent by us.
  
  
  Thank you for your understanding.
  
  
  
  
  Best Regards,
  ****

  Customer response

  10/26/2023

   
  Complaint: 20778576
  
  I am rejecting this response because:
  I provided the pictures they requested to validate their shipping sent us a Used dryer. Prior to them agreeing to send us a new one, they asked for videos, and pictures and even tried to make us fix the dryer! We Are not mechanics.They have many customer complaints similar to mine. We already sent them $40 for shipping. We are not going to pay them another $40. We live in RV and need a dryer ASAP. We just want a New Panda dryer. S

   

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

  Business response

  10/27/2023

  As we explained clearly in the previous message, the unit we sent to the customer is a ********************** dryer, which is the correct brand and model. It is impossible that we sent a Magic Chef dryer because we do not have any Magic Chef dryer. We do not know where the customer got that Magic Chef dryer.
  
  
  We cannot do anything further in this case.
  
  
  
  
  Best Regards,
  ****

• Initial Complaint

  05/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The problem is this company passes the buck they told me to take off the back bend the belt no company going to want to take the dryer back after you touched it it's been 90 days since the purchase of the dryer this company still fails to want to replace the entire dryer I emailed them countless of times regarding the dryer problem even sent them a video of the dryer making noise that it shouldn't be making after less than a year of buying it I want a whole unit replaced even after doing what they said to do I don't know what else to do they want you to call Home Depot then have to take it back to them and then not have a dryer when as the company they need to stand by their product it's not my problem that it's bad they already know that I'm having problems with the dryer and that's why I'm contacting better business bureau because I have emailed they don't want to try and send parts they want me to do everything and it's very unprofessional for a company I'm not the only person that's been having problems with their products but I'm not going to accept it PAN206ET is the model of the dryer

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/05/25) */ We are very confused about this case. This customer first contacted us on May 8. According to his description, we defined that the issue of the machine is hard to be fixed. He did not provided any order information but said purchased for 2 months from the Home Depot. so it is still under the Home Depot's 90 days return policy. As the manufacturer, we cannot provide whole unit replacement service because if the machine is still under the return policy of the channel where the machine was purchased from, customer will be able to request refund from the Home Depot after we send the replacement, so we asked him to return the machine to the Home Depot for replacement or refund directly. We also sent some instructions to let the customer try to solve the issue if he wish. However, the customer does not want to return the machine, and he LIED to us on May 21 that the 90 days return policy passed, We trusted him and offer him whole unit replacement without return, but he said he does not want to pay the dispose fee. However, in fact, we checked the order history, this customer ordered the machine on Mar 13, 2022, which means it is still under the Home Depot's 90 days return policy, the return policy will passed ** June. In this situation, please let the customer open a return request on the Home Depot for replacement or refund directly, so he will not need to pay dispose fee. Thank you for your support. Best Regards, ***** Consumer Response /* (3000, 7, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't intentionally lie to them when I have proof dating may 8th and I enclosed that proof of my email in this complaint regarding that I said I bought it roughly 2 months ago and it's already making noise I furthered enclosed two videos that I have already sent to them regarding the noise of the dryer I also enclosed two screenshots of proof from them telling me to take off the back of the dryer and bend the belt myself what company is going to take a dryer back like that after a customer has tampered with it in the back no company will do that this company doesn't want to take accountability for their faulty product and that's a problem I been sending emails since may 8th not sure why they are confused when I have enclosed proof of communicating first they tell me to cut the power cord of the dryer which I have enclosed proof of them saying that and then they told me in the meantime provided us with your address so I'm not sure what's the problem all of a sudden because no company will take back a dryer that I had to unscrew this company has been nothing but problems customer service is horrible I'm flabbergasted that a dryer would just been purchased roughly two months ago and making noise I also as proof enclosed proof of the time stamp of the video I have taken as well so what would they like me to do they should keep their word nobody lied when I already said roughly two months ago in a prior email to this company the customer service is horrible barely can get anyone nobody wants to help you but they want to tell you To cut the power cord for the dryer they tell you to unscrew the back of the dryer and bend the power belt and then want to tell me to take it to Home Depot and ask them for a return how ridiculous is that it's still a covered machine after this I will tell everyone do not buy from panda because I already see this is a my problem when a company should stand by their products I sent them video proof of the problems but ***** I don't have to lie about anything but I see you left out the part that your rep told me to take off the back of the dryer and bend the belt myself and then ya told me to cut the dryer and now ya don't want to send a replacement dryer sounds like a huge problem to me so what's the solution exactly why it's easy for me to provide proof because I been telling the truth and can easily enclose videos I taken and time stamps the time stamp before that video says may 7th a dryer shouldn't sound like that and I'm tired of them passing the buck so they can't possibly say they are confused when they told me they will send me a dryer Consumer Response /* (-5, 9, 2022/05/25) */ Hello so my problem is I been emailing this business back and forth and I just gave my rebuttal with two videos and a few screenshots of them telling me to cut the power cord and send them pictures to get a replacement I also sent pictures of my email dating back may 8th so I'm tired of this company not standing by their product They told me which I provided proof to dig in the back of the dryer unscrew it and bend the belt no company going to take a dryer back after someone dig in the back and even if so in a few days since it will be June soon I'll be contacting them again and filing my complaint with the better business bureau again they are the manufacturer and they don't want to do anything at all Business Response /* (4000, 10, 2022/05/26) */ As per message, we cannot provide any service to this customer because his order is still under the Home Depot's 90 days return policy. As the manufacturer, we can only provide whole unit replacement service after the purchasing channel's return deadline passes because if we provide whole unit replacement service before the purchasing channel's return deadline passes, customer can still return the product for refund, which is not unfair for the seller and us. We sent some pictures to him to let him check the machine, if the issue cannot be solved, he needs to open return request on Home Depot to return the machine for replacement or refund. In addition, he said we asked him to lie, it is not true at all, we just let him wait until 90 days passed, then we will be able to provide whole unit replacement to him, but he lied to us, although his machine is still under the Home Depot's 90 days return policy, he told us 90 days has passed, and we trusted him (Please check the attached screenshots for the emails). We trusted him that 90 days return policy has passed, so we told him we can provide whole unit replacement service without returning the current machine, he only needs to cut the power cord, take a picture and send it to us with the serial number. Some companies require customers mail the cut power cord back to them, but we only need a picture. We were providing replacement service to him, but he did not send the pictures we required to us but filed this claim on BBB, which we also do not understand. Moreover, we checked the order history and found he lied to us because his order is still under the Home Depot's 90 days return deadline. Therefore, we cannot trust him anymore because he can still return the machine to get refund form the Home Depot and also get the replacement from us. No matter if he has cut the power cord or not, please let him open a return request on the Home Depot as soon as possible (within 90 days of purchase), the Home Depot will provide a prepaid return shipping label to him to return the machine for replacement or refund. Thank you. Best Regards, ***** Consumer Response /* (-5, 14, 2022/05/27) */ ***Document Attached*** I sent ya the information but then again ya sent an email saying disregard ya are a crooked company you didn't have to investigate your lying again ***** because therefore I provided proof that I sent ya an email already saying when I bought it sounds like this company is just a crooked company but trust me when you post reviews and other things in that nature companies start being affected I'm going to post my experience with this company panda and never again will I do business with panda only do businesses with reputable companies not a company called panda that only contacts you on certain days horrible customer service from the beginning Consumer Response /* (-5, 15, 2022/05/27) */ What I said so they want me to lie to Home Depot when they ask me if I been messing with it doesn't make sense if they don't take it back because I touched it in the back like this company told me to do what's the solution because sounds like a lawsuit should be filed because don't tell me to bend something in the back of the dryer and then when I do and the company won't take it back what do ya want me to do but don't worry I'll just keep posting my experience online and then make sure other customers don't make the same mistake using or buying anything from this company

*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. ↩