ComplaintsforCJ's Appliances

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Went to CJ's to buy a washing machine they had listed on ********** on 12/21/23 when we got there they did not have it. Purchased a different one that was also a ******. First load made terrible noises had a burning smell and would not drain. Had to wring out all the clothes and bail the water out of the machine. Drove the 45 minutes back to the store when they opened the next day to hear we would have to wait until noon for someone to call us back (3 hours). Received that call at 2:45pm and was told that the washer ran just fine only made a slight noise. When asked if any items where in the washer was told yes, when we said we could send a video of the loud noise and lack of draining the story changed to we laid the machine on its side (which we did not) thus voiding our 'warranty". Never mind she just finished saying it worked fine ! Have purchased used appliances for years with no issue this being the first one and last from CJ's. Terrible dishonesty taking advantage of people shame on them ****** *** ******** *** ****

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased I refrigerator that's was marked down for missing parts, I tried to order the parts they're not available so I called the store and asked them could they order the parts or I exchange the refrigerator and pay the difference now they're saying I can't because it was on Clearance if that was the case I wouldn't have bought it in the first the salesperson should've explained that

  Business response

  06/12/2022

  Business Response /* (1000, 12, 2022/05/24) */ ***Document Attached*** We have reviewed the BBB customer complaint and would like to address all concerns as follows: CJ's ********** products are all unboxed, used, or refurbished. A 90-Day Repair or Replace Warranty is provided with product purchase to cover any malfunctions that may occur from wear and tear or internal part failure. CJ's Appliance Warranty does NOT cover cosmetics at any time. Any products presenting cosmetic imperfections that DO NOT affect product functionality are marked as "clearance" to be sold AS IS at a discounted rate. All details of clearance products are clearly labeled on product sale tag and are described at time of purchase. All clearance products are FINAL SALE and may not be swapped for another product without a technician replacement order under warranty. Per terms of our provided 90-Day Warranty, CJ's ********** is unable to place an order on any cosmetic part or accessory not associated with a technician repair order under warranty. When purchasing a discounted product as is, it is the responsibility of the customer to purchase any additional parts or accessories as desired. Associated Invoice ***831 - Customer ****** M. purchased discounted clearance item KITCHENAID 36" FRENCH DOOR REFRIGERATOR KBFS20EVMS8 - DISCOUNTED FOR ABSENT SHELVING/DRAWER (INTERIOR) - DISCOUNT PRICE $400.00 (50% Off Regular Price - $800.00) on 4/23/22. On 4/30/22, customer contacted CJ's ********** sales office and explained she had purchased interior shelving for the refrigerator that did not fit and requested to swap the refrigerator for a different product. CJ's ********** sales associate explained to the customer that, per policy, CJ's ********** is unable to swap a discounted product for cosmetics. Customer contacted sales office again on 5/2/22 to request an exchange of product or to be provided compatible shelving for the refrigerator. Customer stated compatible accessories for model KBFS20EVMS8 were not able to be purchased as they had been discontinued for sale. Sales associate explained store policy and terms of warranty in detail and provided customer the contact information to CJ's Appliance Customer Support email for further resolution support. To date customer has not contacted support for any further resolution. Per store policy, CJ's ********** is unable to authorize any exchange or special order relating to Invoice ***831 as purchased product is fully functional under 90-Day Warranty. Model KBFS20EVMS8 was discounted and clearly labeled at time of purchase for absent cosmetic accessories. Details of discount were explained to customer prior to purchase and product was located on showroom floor fully accessible for interior and exterior cosmetic evaluation. We have attached a photo of our online advert for model KBFS20EVMS8, clearly describing clearance details. We have also attached photos of our warranty terms and store policies on display for all customers at our retail location. We have found all compatible accessories for model KBFS20EVMS8 in stock and available for purchase online with the following part numbers: WPWXXXXXXXX, WPWXXXXXXXX, WPXXXXXXXX, WPXXXXXXXX, WPXXXXXXXX We hope this resolves the customer's concerns. We suggest for the customer to contact our customer support directly with any further questions or concerns regarding this matter. Consumer Response /* (3000, 14, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked them for the name of the place or to order the parts for me the sales representative said she would call back but never called back, now they give you model numbers but no company name on how to order, and last but not least the product do not say final sale or clearance it just said it was marked down for cosmetic reason I even asked her about exchanging it, and she said it wouldn't be a problem until I called back wanting to exchange it and then it was a problem Business Response /* (4000, 16, 2022/05/26) */ Our last contact with this customer took place 5/2/22. At this time customer was provided contact information to CJ's Appliance Customer Support email and instructed to contact Customer Support for further assistance. Customer has not submitted any resolution request to Customer Support and has not made further contact with CJ's Appliance retail center. Through this time, CJ's ********** has been awaiting contact by customer through Customer Support. CJ's ********** 90-Day Warranty covers function of product and all parts related to essential function. 90-Day Warranty does not cover cosmetics at any time. The accessories absent from model KBFS20EVMS8 - Invoice ***831 do NOT affect functionality of product and do not prevent customer from utilizing purchased product. Clearance items are not eligible at any time, under any circumstance for exchange. Clearance items are only eligible for a replacement under warranty due to product malfunction deemed irreparable by CJ's ********** technician. All clearance products for sale are labeled as such and all terms of warranty and store policies are on clear display for customer review. We have again attached photos of our warranty displays, and have also attached another photo from our official online advert for model KBFS20EVMS8 highlighting the clearance sales tag as it was displayed on the showroom floor. CJ's Appliance does not supply or maintain warranty on after market parts. Customer must maintain warranty for any desired after market parts with direct purchase and guarantee through specific part supplier chosen. The desired parts can be found for purchase online at multiple parts supplier websites, including Sears Parts Direct, through the provided part numbers. If the customer would like to inquire additional information on how to place a part order online, we recommend they contact CJ's Appliance Customer Support directly for further assistance. We hope this resolves all concerns regarding this matter. Consumer Response /* (4200, 18, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with a representative and she stated someone would give me call back no one has ever called back still to this day. I did email them no response there either, now they are stating that they have model numbers but still company, they do bad business and are untruthful. I will reach out to them once again to resolve this matter please keep this ticket open Business Response /* (4000, 20, 2022/05/31) */ We have supplied the customer with all information required to obtain the desired refrigerator accessories through refrigerator model number and individual part numbers, as well as provided an example of a reputable online parts supplier (Sears Parts Direct) where these accessories are available for purchase, as the customer has requested. We have provided the customer all information for direct contact to Customer Support for further resolution assistance. At this time we are waiting for direct contact as stated by the customer. As of Tuesday, May XX XX:XX AM, CJ's ********** has not received any further contact by the customer.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  With much success in the past purchase from other shops with used appliances, I went ahead and purchased 2 dryers and a washer totaling over $765.00 from CJ's Appliances on 12/4/21. They were not delivered until 12/14/21. The first dryer for my home stopped working in 1 day. The washer I purchased for 2nd residence stopped working in 2 days. 2x they had to come out for the dryer at this residence and it is still not working. I had to fight to get it replaced within the 90 day warranty. So far the washer is fixed but leaves me with very little faith it will continue to work. My main problem is the faceless customer service department I've been dealing with. They refuse to provide a number or a contact name. They are rude and very unprofessional. I actually walked into the 2nd store they recently opened on German Hill Road and it smelled like they did nothing but smoke pot all day! I said something to the young girl there and she actually laughed at me! There is no website to access and the only contact I've had is with a woman at Eastern Ave. and an email **************************. I told them I was reporting them to the BBB and this is what they responded with "Hello, Thank you for providing us this information. We look forward to communicating directly with the Better Business Bureau regarding any dissatisfaction you may have surrounding your purchase. We highly recommend submitting any additional photo or video evidence of product function defect directly VIA email in order to maintain an official report of all instances of malfunction." I have videos, dates, phone call logs and all the emails for documentation. What I want from the BBB is to investigate a shady company who can't even share pertinent information regarding this so called business. There is no visibility and no accountability. Who I feel really sorry for are the other people out there taken in by this business who can't afford to walk away from money lost and get ripped off. Thank you.

  Business response

  02/10/2022

  Business Response /* (1000, 9, 2022/01/18) */ ***Document Attached*** We have reviewed the BBB customer complaint and would like to address all concerns as follows: Any customer desiring personal face to face resolution has the option of in person assistance at any CJ's Appliances retail locations or contact our sales office directly VIA phone. Any customer not satisfied with customer service or resolutions provided by in-person sales associates at any CJ's Appliances location is then provided with the email to Customer Support for further assistance. CJ's Appliances Customer Support functions by a team of individuals to provide direct customer resolution. Customer accounts and complaint cases are not assigned to individuals and are addressed by the entire team. We remain transparent in our resolution guarantees to all customers. Any resolution provided by CJ's Appliances Customer Support is supplied in writing VIA email directly to the customer. Personal specifics of individuals resolving individual cases is not provided as the entire team assists with resolution attempts as it continues within any case. CJ's Appliances products are all unboxed, used, or refurbished. A 90-Day Repair or Replace Warranty is provided with product purchase to cover any malfunctions that may occur from wear and tear or internal part failure. Warranty covers basic wear and tear as well as internal part malfunction and does not cover any cosmetics of any appliance. CJ's Appliances requires thorough inspection of all products prior to sale to ensure each customer is provided with a product at its highest quality (each product quality varies based on model, year, and cosmetics of the unit). Each individual product is paired with a full technician inspection report per product on file. We have been in consistent correspondence with the customer who has filed this complaint, from 12/15/2021 to present day. Our most recent correspondence with this customer has been on 1/18/2022. We have attached all correspondences with customer who has filed this complaint to demonstrate our attempts at resolution with any and all dissatisfaction she may have. To date the washer and dryer purchased for PERSONAL ADDRESS (1) are fully functional, washer malfunction resolved since in home services on 12/28/2021. The dryer purchased for PERSONAL ADDRESS (2) is currently awaiting an in-home inspection appointment scheduled by this customer for 1/24/2022.

*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. ↩