ComplaintsforDesigner Appliances

• Initial Complaint

  03/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Sir/*****,In December of 2022, I contacted Designer Appliances (via email) to inquire about kitchen appliances for a home renovation. My inquiry related to kitchen appliances worth approximately $30,000. I was provided an invoice for the items. Over the next 3 months, over many emails, the sales representative (****************************) assured me two things - 1) that Designer Appliances will provide an additional discount of $1500 when purchased as a bundle and 2) the company would split the cost associated with the removal and re-assembly for a fridge compressor. The cost of this required process was given to me as $750 and that the cost would be split between myself and the company. I was contacted by a DA to finalize payment and confirm a delivery date. I informed them that the final invoice they had provided was incorrect and that the $1500 discount and the cost of fridge compressor was not split as promised earlier. I was informed that this would not be honored and was informed that the person I had previously been in communications had made inaccurate and false promises to customers and had been fired. Unfortunately, I have no choice but to proceed with the purchase of these items. This is due to multiple reasons. First, the products I am purchasing from them face significant supply chain issues. If I did not proceed with this purchase, my home renovation will be delayed by 9 months. (of note; store misinformed me that all appliances will be delivered in January but did not deliver till March). On multiple occasions - they informed that due to supply chain issues, only they have these products and others competitors do not have these products. They are well aware of supply chain issues and took advantage of this national problem to falsely advertise to the customer and make false promises of discounts and other costs - until it was too late and the customer was in a vulnerable position.

  

  Business response

  04/20/2023

  I am sorry to hear if there was confusion or any false promises set.  I went through the history of the order and do not see communication from *** (who is no longer employed by DA) the match the discounts claims.  This is not a product that we are even allowed to discount as per our contract.  We sold to you at the lowest price we can according to Sub-Zero, Wolf and Miele.  As for delayed lead times, unfortunately that is a reality that our industry is still struggling with.  All we can do is provide the current manufacturer ETA's available at the time of purchase.  Unfortunately we have no control over delays in the factories.

  Customer response

  05/03/2023

  
  Complaint: 19636377
  

  I spoke to April at BBB and she suggested that I reach out to you. I disagree with the response provided by the business. They are stating that they are not able to find any correspondence, therefore, I am enclosing the correspondence from the business to me during the entire process along with the issues that I have raised. As I have noted my initial complaint, the issues are two-fold.

   

  1. The first issue is that Designer Appliances (store) engaged in a practice of taking advantage of the national supply chain issues to unfairly engage with vulnerable consumers. The first supporting documentation shows that the Business was fully aware that certain items were significantly backordered nationally but made false promise that these were appliances that they already had in their inventory. After a $15,000 deposit was made as a deposit, the Business informed the consumer of undue delays (3 months). Essentially from January 2023 to March 2023 which resulted in catastrophic construction delays and loss of money for my family.

   

  2. Second, you will see that the Business/Seller engaged in false advertisements and a practice of click and bait. The supporting document will show that the Seller agreed to split the cost of removal/installation of a fridge compressor in half. The charges for this service was quoted as $750 and the agreement as part of the deal was to split this in half (e.g. $375 each Seller and Consumer). In addition, for almost 3 months, the Seller/Designer Appliances also promised to give a $1500 discount (proof attached to the document). I am also forwarding an email from official Sub-Zero stating that the cost of compressor removal is $750. However, at the last minute Designer Appliances misinformed me that the cost was $1500. 

   

  However, two days before the delivery the Seller/Designer Appliances refused to honor this arrangement and left me with a take it or leave it situation. The business was fully aware of the national supply chain issues and was aware the consumer was in a vulnerable situation and could not go to any other store to purchase these items or negotiate with the business. Ultimately, I had no choice but to purchase these appliances with Designer Appliance as going to a competitor was no longer a reasonable option for any consumer given the circumstance.  

   

  I seek your counsel and help in resolving this issue with this business so that myself and other vulnerable consumers are not similarly taken advantage of in the future.

   

  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

  

  Business response

  05/24/2023

  Again, I do apologize for any misunderstanding but we have done everything we could to fulfill our commitment to you, as well as give you options to cancel and receive a full refund if you were unhappy.  Also, when you refused a delivery for items that you ordered that apparently were not allowed in your building, we did not pass on any fees or question the failed delivery.  We will provide a full refund for the Miele laundry that you were unable to receive delivery of.  

  Customer response

  05/24/2023

  
  Complaint: 19636377
  
  I am rejecting this response because this does not answer any of my complaints. The business strung me along for 3 months with false promises of discounts ($1500 for bundle) and offered to split the cost of compressor removal ($750). This communication has been clearly documented on multiple occasions. Just days before delivery, all these assurances turned out to be false promises and stringing along unsuspecting customers. These products that they are selling are not something that can be quickly purchased from another store so the response of "take or leave it" is highly unprofessional. Multiple references have been made in the email communications that these products are significantly back ordered and will impact construction that has already been delayed due to incorrect information. 

  The response about Miele washer/dryer is a poor attempt to distract and pivot from the core issues that have been raised here. More than a dozen times, I had requested the sales person, the delivery team and the delivery truck person to cover the washer/dryer. Despite this and documentation of this in business records, the delivery people failed to do this very simple request. Please address the first issue, not distract BBB with unrelated issues. 

  The core of this issue is making false promises for 3+ months and then switching at the last minute. There is significant amount of adequate documentation to support this claim. Would urge the business to do the ethical and right thing business practice. 

  Regards,
  
  ***************************, MD

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a MATCHING washer and dryer set from this business. Both units were brand new and immediately started experiencing issues with the washer. I reached out and after several attempts the unit was replaced with a different model with unmatched controls then the dryer that was included with my order. I've been attempting for several months to have the washer replaced back to match the dryer. I was told the unit I received was an updated model and they were no longer able to get the machine with my controls. I was then told they would have to replace the dryer in order to have a matching set and that they would help facilitate with this. I reached out multiple times and had no response. Eventually I was told months later that the rep I was dealing with ********* was on a loa and a supervisor ***** got involved and told me she would help facilitate this. When I ordered the machines I ordered the highest quality models and was told I would have a MATCHING set. They have been pushing this off for several months now which is ridiculous. We are looking for a matching set, whether it be a new washing machine or dryer. Most recently I was told by ***** the supervisor her boss would be contacting me which never happened. Any help for a resolution would be greatly appreciated.

  

  Business response

  07/05/2022

  When the customer refused to let the manufacturer provide service we did our best to keep the customer happy by replacing it with a brand new unit. We did let them know that the old unit no longer existed and we would need to provide the newer version.

  Customer response

  07/05/2022

  
  
  Complaint: 17219595
  
  I
  I am rejecting this response because:I was never informed the set would be mismatched. We paid over $4000. For these machines expecting a matching set. I would be willing to take the older model back as well, just requesting 2 functioning, matching units.
  
  
  
  
  Regards,
  
  
  *******************************

  

  Business response

  07/26/2022

  We understand the frustration of when something goes wrong with an appliance that was purchased. Unfortunately we do not control the manufacturing end and we truly did our best to get you a new perfectly functioning unit. When you had repeated service issues we took it upon ourselves to replace the unit and it just so happened the unit you purchased had been discontinued. We provided the direct replacement which can be found here--https://www.designerappliances.com/miele-wwh860wcs.html

  Customer response

  07/26/2022

  
  
  Complaint: 17219595
  
  
  I am rejecting this response because:it's still not a matching set. I contacted your office immediately and was dealing direct with ***** for several months. When you pay **** for a washer dryer set it's an obvious expectation that they are a matching set. Please do the right thing and exchange for a matching dryer
  
  
  
  
  Regards,
  
  
  *******************************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a very expensive blue star stove and salamander from designer appliance. i put down over ***** dollars as a deposit for several new kitchen appliances. The bluestar stove was a special order. the cost of the blue star oven and salamander was *****. the business had the stove and ***** dollars deposit for the other appliances i was subsequently charged with a crime and tried and convicted. before i went to prison the owner of this business told e he would not refund me the cash deposit he held but he would store the stove for me till i came for it. he also said i had a credit with him for the balance. i subsequently bought an electrolx washer and dryer with part of my credit. today i asked for delivery of the stove and wished to purchase another appliance with the credit.i was subsequently told he had destroyed the stove and he is keeping the credit for a storage fee. this is a thief and i wish to file criminal charges against him for theft bye deception he had no intention of storing my stove and no intention of returning any of my money.do not trust this man as he is a lair and a thief.

  

  Business response

  05/18/2022

  We are a small appliance store with 2 retail locations in **.

  
  

  • ********************** made a purchase of custom appliances for his remodeling project on 11/20/2014 for a total of $62,205.52

  • He put down a deposit of $28,090.00.

   

  We routinely handle large orders for our customers who work on custom remodel projects. Upon receiving a deposit, our team gathers the products in our warehouse. Depending on the construction schedule we arrange deliveries. A typical order to delivery life-cycle lasts around 3-6 months.

   

  In order to facilitate the assembly, storage, and staging of the goods we use the services of a 3rd party logistics company.

   

  • At the time of the order, the customer stated that he was going to need his appliances or/around February 2015.

  • As our team assembled the order for delivery (i.e. made the purchase of all appliances, stored and handled) we learned that construction was delayed to March 2015 (and subsequently to the summer of 2015).

  • At that time, we lost touch with the customer as he was dealing with his personal situation.

  • Since Mr. ************ order consisted of custom appliances such as a 60-inch wide range, custom range hood, and a salamander broiler; we were not able to return the items to the manufacturer and did not have any luck finding new customers.

  • ********************** resurfaced on September 14, 2016 and wanted us to ship a washer and dryer set. This order value was $1,856.45. At this time, the customer stated that he was hoping to resolve his personal issues and would be in touch with us on what to do with his custom appliances.

  • Several months later we heard from ************************** lawyer stating that he is being incarcerated. This attorney asked us if there is any way to re-sell these appliances and pay ********************** the balance after our storage and handling charges. 

  • During the conversation, we mentioned to the attorney that custom pieces are almost impossible to re-sell even for pennies on the dollar (due to their size and logistics complexity involved in moving 600 lb items). In addition, we mentioned that storage and handling fees alone might be higher than the appliances at this point. This attorney never reached back to us after the conversation.

  • Per our policies: https://www.designerappliances.com/terms-and-conditions 

  "Storage Fees: We know things change, but we need to make sure your order stays safe and is cared for properly. If a customer cannot accept or be contacted to receive delivery of a shipped order, a $35 per day storage fee will be assessed for orders that require storage in a secure storage facility. Delivery is by appointment; Monday - Friday in all areas; Saturday delivery in some areas."

  
  

  • Storage/handling fees on these appliances from Oct 2014 to April 2022 will be $84,101.82 according to the fee stated in our policy.

  • We scrapped the customer's pieces once the value of storage fees far exceeded the deposit we received from the customer sometime in early 2020.

  Customer response

  05/18/2022

  
  Complaint: 16980828
  
  I am rejecting this response because:   there was no mention of any storage fees for the appliances   i actually asked for the difference between what the cost of the purchased items were and my deposit.  the owner refused to refund the difference.  He stated at that time he would store the items for me at no cost.    i had the abilty to store the items myself but he insisted they would be safer with him.  

  He never sent any invoices regarding the cost of the storage and i signed no storage documents.   In 2016 when he delivered the washer and dryer against my outstanding credits bye the way, he never mentioned any cost of storage and did i have any idea when he could deliver the stove.   Lastly who goes and destroys a ***** dollar appliance?  why didn't he notify me of the outstanding balances and what i wanted to do with the appliance.     he knew where i was as he delivered a washer and dryer to me.  he sent no invoices for storage and notifications of the pending destruction of my appliance.

  He stole the stove and resold it away from me.   

  The bottom line is i purchased a very expensive appliance , he never delivered it nor did he make any effort to inform me of the cost of the storage.   he never sent a monthly **** nor kept in touch.

  he never spoke to MY lawyer and i believe he just made the lawyer story up.  No lawyer would call regarding a kitchen stove,  and no one from my defense team nor the gov't reached out to this man.  He is

  a lair and a thief.  if this is not resolved soon i am going to file theft bye deception  charges, a felony bye the way, on him and his company
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is unethical and unprofessional. I waited 350 days for the delivery of a fridge that I purchased from Designer Appliances and then, when it was finally available, they sent it to my home with an UNINSURED delivery company ******** that brought zero protection or safety equipment with them and who, then refused to the fridge up a single stair of mine until I agreed to assume liability for any damages that they might cause on the way up. I, however, cannot accept liability for people I don't know, especially ones carrying a large appliance. The movers were scared and said that if I didn't, any damages would be taken out of their own paychecks (illegal). Moreover, this is why actual/professional/legal moving companies have large liability insurance policies, not the customer. I, therefore, refused and asked Designer Appliances to please send a different, more prepared and more professional moving company back again with my fridge in a few days. Instead, they sent the same exact uninsured company ******** back to my home again and this time, they even arrived with liability paperwork for me to sign and with DENTS and SCRATCHES on my new fridge that they caused on their own time. They arrived with it damaged this second time! This was insulting to my time and continues to cause damage to my health and well-being. I haven't had a refrigerator for over a year now and desperately need one. Needless to say, I had to refuse the second delivery attempt too. ...and then, when I asked Designer Appliances to please put me at the front of their queue for a replacement, they refused and refunded my money. This is not ok, I cannot start over at the bottom of someone else's list. BBB, can you please help? DA is welcome to take my money back but I need a replacement fridge ASAP and I need them to send a different delivery company to my home when they do.

  

  Business response

  12/16/2021

  Were sorry for the frustration ************** is expressing. Right now, unfortunately, its not uncommon for a product to be backordered for a year or even indefinitely due to manufacturer and shipping delays. The availability of product is completely out of Designer Appliance's control. We tell customers at the time they place their order, as well as multiple other times, that we provide the best product availability information to them based on what has been provided to us by the manufacturer. We advise customers that this information is subject to change, and that we are seeing most manufacturers adjust their estimated product availability multiple times prior to shipping. ************** was advised that possible delays should be anticipated. As for our delivery partners, we use only insured delivery and install services. ****************** assertion that our delivery partners are not insured is completely false. As is standard, our partners require that customers sign a waiver upon arrival if they find that the delivery location's circumstances may make damage to the product in the course of delivery more likely. Without a signed waiver, the scheduled delivery cannot be completed. We outline this policy on our website: https://www.designerappliances.com/terms-and-conditions.hy here. ************** refused to sign the waiver so we were left with no choice except to cancel the order and refund her payment. 

  Customer response

  12/16/2021

  
  Complaint: 16358186
  
  I am rejecting this response because: They are lying.  There is no such policy stated on their website regarding signing a waiver under any circumstances and they've published this same lie on ****** reviews too, where I have no recourse to point it out.  This should not be permitted.  Their delivery company also told me themselves that they are uninsured and that any damages would come out of their own paychecks if I didn't take responsibility for them myself.  Also, why if they do actually have proper liability insurance of their own and/or they are careful, professional movers, would they have to ask a customer to do this at all?  AND lastly, they are the ones that have put me in the position of waiting months and months again for a replacement because of their own carelessness and the damage that they did to MY fridge on their own time.  Yes, there have been major applaince delays due to COVID but I already patiently waited over 350 days for my first one and I shouldn't be in a position to have to wait another year again for a new one because they ruined the original. 
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered appliances from here in Feb 2021 and paid a deposit. It is now September and we still have 2 outstanding problems. 1) We never received the speed over and all they have said is they don't know. and 2) they delivered a defective fridge and refuse to solve the issue over a month later - they never submitted the replacement part order and keep stalling. We paid for a defective fridge. They ignore us for weeks and then reply with the same update - that they never ordered the replacement.

  

  Business response

  10/13/2021

  ************************ is correct in that she has been waiting for delivery of a MC30WP Thermador Professional 30 Speed Oven since she placed the order on February 9th, 2021. At the time she placed her order it was explained to her that due to the pandemic there are widespread appliance shortages and that we couldnt give her a date of when the product would be available because the manufacturer did not provide us with that information. The manufacturer, Thermador, does not typically provide information as to when a product will be available, and even in cases where they may indicate an expected delivery date, that date frequently changes. In fact, Thermador has posted on their website an open letter to consumers regarding the current state of supply chain challenges here https://www.thermador.ca/en/support/supply_chain_faqs.Designer Appliances has no control over when the Speed Oven will be available from Thermador and cannot provide ************************ with a date on when we will deliver it. ************************ has 2 options. She can cancel her order for the Speed Oven. No payment has been taken for the Speed Oven so if it is cancelled there will not be a refund due. Ms. *********** other option is to continue to wait for the Speed Oven without a definitive delivery date and as soon as it becomes available from Thermador we will reach out to her to schedule delivery.
  
  With regards to the refrigerator handle that ************************ is waiting for, Designer Appliances has been advised by Bosch that it will be shipped directly to *********************** after it has been manufactured. Bosch told us that it will be manufactured at some point in mid-October. That being said, with the state of the supply chain as it is, it would be reasonable to expect that the mid-October timeframe was their best information at the time and may change. We advised ************************ of this via email on October 2nd. To clarify, Designer Appliances did order the replacement part from Bosch as soon as we became aware of the need, and received confirmation of the order from Bosch and understood the part to be in stock for immediate shipment to ************************. It was upon following up with Bosch some time later for a status update that we were told that the part was not in stock and were given the mid October manufacturing estimate.Bosch will ship the part directly to ************************ when it is available, and it is likely that she may actually receive it before Designer Appliances receives any communication from Bosch that it has shipped.
  We acknowledge that Ms. ********* has been very patient in waiting for both the Speed Oven and the part, and regret that we have no way to expedite delivering either to her. As soon as we have any new information on either of these issues we will reach out to ************************ with a status update.

  Customer response

  10/18/2021

  [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.
  
  Regards,
  
  *********************************

*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. ↩