ComplaintsforBon Marche Appliances & Furniture

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please Check the documents I sent

  

  Business response

  07/22/2024

  All Frigidaire manufacturer rebates are filed by the consumer via the Frigidaire website, there is a rebate Center on the site, the consumer can print and mail in a rebate form or they can use the ************* app to file for the rebate. The rebate filing requires the serial numbers pertaining to the products that are being claimed. The rebate is sent in the form of a debit card directly to the consumer via mail or email.

  Bon Marche Appliance & Furniture

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchase two faulty refrigerators from this company both was giving me issues since they were purchase. Now one of the refrigerator have gone completely out. When I brought in an operator I was told that these refrigerators are prone to have issues. I wasnt told that on purchase.

  

  Business response

  05/09/2024

  *************************** purchased 2 Frigidaire Refrigerators on Invoice ****** on 11/26/2021, they were delivered on 12/1/2021. Frigidaire provides a one year manufacturers warranty for product and workmanship. We have checked with the manufacturer and there are no recalls, service bulletins, or known issues with the FFHT2033VS Refrigerator, the one year manufacturer warranty expired on 11/30/2022. Bon Marche does offer an extended warranty for an additional cost at time of purchase in which the customer decided not purchase. Our records do not show any service history on the 2 Refrigerators in the 1st year warranty, if ************* would like to call the manufacturer (Frigidaire) directly here are 2 ************* numbers ************** and **************.

  Bon Marche Appliance & Furniture

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 02/16/2024, my wife and I authorized ******************* of Bon Marche ********************************** to add the purchase of a Serta queen size mattress to our Invoice #BORN16543 in the amount of $ ******. This amount included tax and a delivery fee of $ *****. The cost of the mattress alone was $ ******. We did not received a receipt for the purchase of the mattress as it was added to a receipt for the separate purchase of a washer and dryer. The mattress was delivered and placed on my wife's bed. The first night she barely slept because the mattress was so hard. The next morning we removed it from her bed and placed on a bed in a spare bedroom. The mattress has not been slept on since. The next morning she called Bon Marche and spoke with a Salesperson, but not *******************. He was off.She told me no returns on mattresses. .Actually we bought a washer/dryer on that date from them, and looked at the Mattresses.I laid on the Firm mattress approximately 2 minutes.There is not enough room to finish what I would like to say. Can you call us We called back 2 days later. We told him we would like to purchase Mattress. **** had sufficient time to tell us that there are no returns.He had the Mattress delivered before the washer and dryer. We did not get a receipt from Mattress, bc they added it to the charge with the washer and Dryer.He got arrogant with me. The washer/dryer was ******** included delivery and hook up of $175.00.I called around at several Mattress companies in ********, and they all said you could try it for 30 days and if not satisfied, we could return it.**** said they don't have such a policy.We have not yet received the washer/dryer. Suppose to be delivered next Tuesday, 2/27. Can we speak over phone to give further details. ********* ************. Running out of space

  

  Business response

  03/22/2024

  Please see Invoice BONR16543 for a Washer and Dryer Pair purchased on 2/10/2024 and delivered and installed on 2/27/2024 the total amount of this sale was ******* this delivery and install was professionally installed by a factory authorized trained technician, this job was completed and signed by customer.

  Please see Invoice ********* for a Serta Queen size mattress, the mattress was purchased on 2/14/2024 and delivered on 2/15/2024 by a delivery contractor, the total amount of sale was ******, the mattress was received and signed for by customer.

  Please see Policy Page attached due to the absorbing nature of bedding/mattress we have a no returns policy, in fact *************** statute does allow a retailer to sell a returned or used mattress. We do have on display and set up on bed frames all mattresses that we sell, therefor a consumer is not purchasing anything that they have not seen or tested. I am aware that some retailers, do offer a 30 to 120 day return policy, but they do require the customer to use the mattress from ***** days, due to the fact that the body has to sometimes adjust to a new bed, if they do allow the return the customer is usually responsible for numerous fees, pickup/delivery fee, handling/return fee. In light of the ***** pandemic and news stories in regards to bed bugs we discontinued Bedding and Upholstery being sold on a trial and use basis.

  Thank You                        

  Bon Marche Furniture and Appliances

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Made a purchase 10/2022. Contacted the company on several occasions about my dissatisfaction with the product. A service representative was sent out twice to repair the product. To date, it remains inoperable. Service representative (*********) wasn't very helpful, a bit unprofessional, aggressive and rude to say the least. In my personal opinion there's a level of tact when dealing with customers and she is lacking in that area. To say I am disappointed in the service she provided would be an understatement. There's was no level of respect from her.

  

  Business response

  11/26/2023

  ********************* purchased a Frigidaire Range, Dishwasher, and Over the Range Microwave on October 29, 2022, all of the products come with a 1 year manufacturer warranty. On 9/21/2023 Bon Marche sent out a factory authorized service technician to service the dishwasher at the request of the customer, technician diagnosed a bad motor on the dishwasher which would need to be ordered, at the same time the customer was having an issue with range, this problem was resolved on the 9/21/23 call with no parts needing to be ordered. On 10/17/2023 we sent the service technician to customers home to install the new motor, upon installing the motor the technician found that the new factory motor was defective, he would have to return motor to manufacturer and order a new replacement motor. ****************** called customer ********************* on 11/14/2023 to let him know that the new motor was in and schedule a service to replace motor in the dishwasher, at this time ********************* said that he was working directly with Frigidaire on the dishwasher issue and did not want the service call to replace the bad motor, the service department did put a 30 day hold on the part in case the motor is needed. 

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The matter was not handled professionally by ****************** representative(*********). I purchased my appliances from Bon Marche and should not have had to.reach out to Frigidaire for proper service. This was a inconvenience to me numerous times and the homeowner who purchased this new home with a supposely Brand new dishwasher that never worked from day 1.  Shame on Bon Marche this could have been handled more professionally. 
  
  Regards,
  
  *********************
  
   
  

  

  Business response

  12/21/2023

  I have attached the Major Appliance Warranty policy showing that in the first year of purchase the manufacturer will pay all cost for repairing or replacing parts in the dishwasher under the first year factory warranty.                                                                    I have attached a repair history report document provided by Frigidaire that shows the dishwasher was repaired (motor replaced) and complete as of 11/17/2023 and file was closed as completed, the only call they show                                                            in there data base is one call from 10/17/2023, The only call that we Bon Marche Service shows is 9/21/2023, this is where we received a defective motor and ************ called directly to Frigidaire customer service, and apparently                                             the call was dispatched to a different service provider, the manufacturer uses a network of independent Service providers. In regards to ********* she has worked in service for some time, taking an scheduling calls and other clerical type                            responsibilities, but please understand she is not a service technician and therefor is not able to answer technical questions, nor does she have the manufacturer authority to replace product, we have never had any complaints of her being                             rude or unprofessional, she is usually quite pleasant and friendly, but we will take note if there should be another character complaint.

   

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Fridgidaire Professional refrigerator on 2/14/2023, and it was delivered on 2/16/2023. Some of the fridge still had a clear adhesive type plastic on it that I didnt not immediately remove. The day I received the fridge I did notice a scratch on an area of the water dispenser that was not covered by plastic, but it was small and not too noticeable. So I didnt worry too much about it. Then this past Tuesday 2/28/2023 I used the water dispenser since we finally had a chance to purchase and hook up the water hose that afternoon when we got home from work. So I removed the plastic on the lever that has to be pressed to dispense the water and it had 2 scratches on it. So I called today to report it to Bon Marche, and they told me to call ***********. I called *********** and they told me that they dont handle cosmetic issues. They said that has to be handled by the store you purchased the product from. The fridge was shipped with sharp tools that were taped to this area. Im sure that is where the scratches came from, but no one wants to take responsibility for it. As of things cant get damaged during shipping. I want the damaged parts replaced. I paid for this item in full and I am a return customer. I purchased all of my Fridgidaire professional kitchen appliances from them when I built my house along with a under the cabinet ice maker, and a Electrolux hood vent. It was 7 items in total. So Im just disappointed that they are blowing me off, and saying that nothing can be done about this. I just want the part replaced so my new fridge can look new. I want them to make this right.

  

  Business response

  03/18/2023

  When delivering a product to the customer home, we ask the customer to sign (2) forms that they are receiving the product and another form where we ask them to sign that there is no damage to property or product, i have attached copies of both. There is nothing ever taped to the product screws, wrench's etc. The picture of a bag that appears to be screws and some sort of spacers is not even something that comes with the refrigerator. I have also included a copy of the product manufacturer policy in regards to a 7 day grace ****** for cosmetic/non-functional parts coverage (now an industry norm), thus the reason we like to have the customer inspect and notate any issues upon delivery of product. With all of this being said we are going to contact the customer service department with Electrolux/Frigidaire and ask for a one time concession on the cosmetic parts for Ms ********** refrigerator, this process will usually take 3-5 business days for approval, in which time we will have our service department contact Ms ************************************** Marche

  Customer response

  03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have agreed to replace the damaged part.
  
  Regards,
  
  Tyra Traveler

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