ComplaintsforDiscount Appliances

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid over $400 cash for what was supposed to be a high-end washing machine capable of handling the needs of a family of five. That washing machine broke after less than a week and the store provided a much lower quality model as a replacement. the replacement was unable to work properly and blew a hose a few days later, flooding our laundry room after a week. I purchased a brand new washing machine from a respectable supplier and ask the company to come remove the broken washing machine and give my money back. This morning, one of their drivers tried to sneak into my yard because they assumed I wasn’t home because my vehicle wasn’t out front and remove the machine stating that the owner would look out for me with a store credit if I wanted something from them in the future, but I’m not getting my money back.

  Business response

  04/01/2024

  Dear BBB Representative,

  We are writing in response to the recent complaint filed by ****** ******* with ID # ******** regarding their purchase of a ** washer from ******** **********. We take customer feedback seriously and appreciate the opportunity to address their concerns.

  Upon reviewing the details of this transaction, we would like to provide the following information:

  1. Delivery and Installation: As per the customer's request, we delivered the washer to their property without installation, as they specified they would handle the installation themselves due to the presence of aggressive dogs on their premises.

   

  2. Reported Issue: We were notified by the customer of a leaka** issue with the washer a few days after delivery. We promptly scheduled an appointment to address the problem and replaced the washer with a different model, as per their preference. The replacement washer was delivered to the customer, who opted to install it themselves.

   

  3. Refund Request: Subsequently, the customer contacted us again about the same issue and expressed dissatisfaction with our resolution and even had a different company come out to address the issue. Despite our policy clearly outlined at the time of purchase, which states no refunds but offers store credit, the customer insisted on a refund. We empathetically explained our policy and offered a store credit as a gesture of goodwill to resolve the matter amicably. The customer declined the store credit and instructed ******** ********** to remove the washer from their property. Per customers' request, the washer was removed from their property.

   

  4. Responsibility: It's important to note that ******** ********** is not liable for issues arising from customer-installed merchandise. Our responsibility extends to delivering functional appliances, which we fulfilled according to the customer's instructions. Any problems arising from customer installation fall outside our purview, as clearly communicated to the customer.

  In conclusion, we remain committed to customer satisfaction and have offered a store credit in adherence to our stated policies. We kindly request your assistance in conveying this resolution to the customer and consider this matter resolved from our end. Please do not hesitate to contact us if further clarification is required.

  Thank you for your attention to this matter. (SEE ATTACHED) 

  Sincerely,

  ***** *******, ******** **********

*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. ↩