ComplaintsforGalanz Americas LTD. CO

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Toastwave by Galanz from Bed Bath and Beyond in 2019. Its a microwave, toaster over and air fryer combo unit. It has not kept proper time since I purchased it. The company will not fix it, despite contacting them multiple times. They say I would have to ship it to them for reprogramming, but I cannot be without a microwave. They wont provide a loaner or exchange.

  Business response

  03/23/2022

  In our response on 3/17/2022, you were advised that we would be happy to reprogram your clock but unfortunately we do not offer in home service for our microwave units. The only option would be sending it to one of our technicians who can repair the unit as soon as it is received and get it back to you quickly. We do not stock any inventory locally and units we have in our possession require repairs, so sending a loaner is not something that we can accommodate. The good news is that all functionality of the microwave works fine so if you can determine an acceptable time to ship the unit based on your schedule, we can repair the unit accordingly.

   

  Regards,

  Galanz **************** Team!

  Customer response

  03/24/2022

  The company has had the opportunity to repair the unit at my home or to arrange to send me a loaner unit, they have refused to do so.  I cannot be without a microwave.  Asking me to take on the burden of finding packaging, which I would have to pay for, and shipping the unit to them is not an acceptable solution.

   

  I want a full refund or a brand new unit.  Im not interested in negotiating a repair any longer.

  
  

  Business response

  03/24/2022

  Unfortunately, your manufacturer warranty expired more than 2 years ago so we will not be able to honor a full refund. In addition, the units functionality has not been affected, you owned the unit for more than 3 years,  we were not made aware of the issue when it was first purchased, and you were given the option to repair the unit. As explained to you in the email response sent on Wednesday March 23, 2022, we will be happy to offer a 30% courtesy credit for the inconvenience of your clock being a few minutes off.

  Galanz **************** Team

   

  
  

  Customer response

  03/30/2022

  [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,
  
  ***************************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Galanz microwave from Walmart.It was junk.The company sent me a refund check that bounced the bank.For over a month I have been trying to get a second check from their accounting department. I get told a supervisor will call me within 15 to 30 minutes and it never happens!!!I have been getting the runaround for over a month now and still no new check.Terrible customer service. Lack of knowledgeable supervisors.

  Business response

  03/23/2022

  We value you as a customer and we're sorry to hear that you are experiencing this issue. Your ticket (******) has been escalated to our accounting team for further investigation so please allow us a few days to determine the next course of action. Rest assured that once we have completed all research a new check will be issued immediately.

   

  Galanz **************** Team

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  got a galanz Air Fryer Toaster oven combo GTH12A0952EWAC18-for xmas. My husband in error mailed the warranty and receipt to company...this was Christmas week. i sent about 200 pieces of mail. 2 cards were lost and we stopped payment on the checks. i called CS in Feb have 5 emails i did send pictures The baking tray is discolored and has black when you wash it, it appears the coating is coming off.. their CS reps can be nasty and annoyed when talking to you.i feel the tray should be replaced...*****************************

  Business response

  03/16/2022

  We are sorry that you experienced this issue, but unfortunately without the receipt or proof of purchase we cannot issue a part replacement under the warranty. The customer was advised to send a copy of the original receipt so that we can verify the date and location of where the unit was purchased, which is mandatory to submit a claim. She can purchase a roasting pan directly from our vendor and service partner at the number we provided via email. 

   

  Galanz **************** Team

  Customer response

  03/17/2022

  [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 offers me no options,  I will never buy a Galanz product again and i will share this with people i know  . Galanz is a rude non customer friendly **********************.  
  *****************************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a microwave that ceased to function in less than 6 months. After contacting Galanz and following their instructions in December 2021, I got a mailed refund check in March 2022. I cashed the $59.99 check at my bank and a week later it bounced because their bank account was frozen. And not only did my bank take the money out of my account but they charged me an overdraft fee of almost $11.00. I basically paid twice for the raggedy broke microwave. Now I called Galanz three times today and got the run around, excuses and no idea given to me for when I get a 2nd check from them. They said they don't or won't pay me for the bank overdraft fee I got for their bad check. I want to file BB complaint to get all my refund money back. Thank you for BB help.

  Business response

  03/16/2022

  We would first like to offer our sincere apology for the delay!

  Your case has been escalated to our accounting team to be expedited. Once we are able to confirm that there was an issue with the payment a replacement check will be mailed out immediately.

  Please allow 7 business days to complete our investigation.

  We appreciate your business and patience!

   

  Galanz Customer Service Team

  Customer response

  03/16/2022

  [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 tried four times to attach a scan of the bounced Galanz

  check my bank sent me. The website says the information is to large to display. If anyone

  wants a copy of the "bounced" check  from HSBC USA Bank check # ****** for $59.99

  then give me a email and I will send it.

  
  I have reviewed the response made by the business in reference to complaint ID

  ********* and find that this resolution is satisfactory to me.

  
  
  Regards,
  
  ****** **** 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Galanz refrigerator from a local appliance business on December 22nd. The ice maker never worked from day one. The business I bought it from came out to service it and they could not fix it and told me I had to contact Galanz. I have been calling Galanz for 2 months and they keep telling me they will call me with a date and time when they will have someone come to service it, that has not happened. No one once has called me from Galanz, I have made several calls to them begging them to come fix my ice maker. The last call I made they wouldnt even let me speak to a manager about this situation. Beware of this company!!! Do not buy any product from Galanz!!!

  Business response

  02/23/2022

  We value you as a customer and we're sorry to hear that you are experiencing this issue. Unfortunately, we do not offer service or replacement parts for this unit because the cost of repair exceeds its value. We will be happy to offer you a replacement (depending on availability or a refund. Please send a copy of your receipt or proof of purchase to *************************************************************** to confirm your warranty eligibility. 

   

  ******************Sample
  Galanz ****************
  
  **********************
  55 ***************, Suite 503
  ***************,** 07660
  **************** Team  ***************
  ********************
  ************ Fax
  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a high-priced item and it stopped working after only two years. The company refused to offer any assistance, including a new product, refund, or new parts to fix the issues with the component.

  Business response

  04/04/2022

  We value you as a customer and we're sorry to hear that you are experiencing this issue. We offer a one year service and replacement manufacture warranty on all of our products but unfortunately your issue occurred well beyond the expiration date. If you still have the unit in your possession we will be happy to offer you a 50% refund based on the purchase price (with receipts) or the date of manufacture (without receipts). Please contact our warranty service team at ************** or via email at ***************************************** to generate a reference number for your claim.

   

  Galanz **************** Team

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a small Whirlpool fridge through our local *********** Once the product came in and was unboxed, there was a golf ball sized dent in the door. I filed a warranty claim the very next day (Sept 8th 2021). Ive sent them all the required proof of purchase and pics they requested numerous times. Its now the middle of December and no one from the warranty **** gets backs to me anymore. This company is extremely hard to deal with. I was just looking to have a new door shipped out.

  Business response

  02/22/2022

  Hi ****,

  On behalf of Galanz Americas, I would like to offer my sincere apology for the delay. We would be happy to move forward with the cosmetic damage credit we extended to you on Dec 14, 2021 , which was 40% of the units cost totaling $104. A request to expedite you check has been submitted to our accounting team, and you should receive a confirmation email within 1-2 business days. 

  Sorry for any inconvenience!

  Regards,
  
  ******************Sample
  Galanz ****************
  
  **********************
  55 ***************, Suite 503
  ***************,** 07660
  **************** Team  ***************
  ********************
  ************ Fax

   

   

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Galanz refrigerator on Sep 11, 2021 from ******** Upon opening the packaging on Sep 14, 2021 I, noticed that its drip tray is broken. I notified the company on the same day i.e. Sep 14, 2021. The company rep gave me a ticket #****** and advised to send him a purchase receipt along with the photos of the damage item. I did it and got the acknowledgement that they have received them. I was waiting them until Sep 22, 2021 and again sent them a reminder but no luck in terms any response from the company. I, once again sent them a friendly reminder on Sep 30, 2021 to resolve my issue and send the new item in replacement of the damaged part. The last email I sent them on Oct 9, 2021 but so far no one from the company called or replied my emails. Could you please advise the quarter concerned to resolve my issue and send the damage part ASAP. Thanks.

  Business response

  10/25/2021

  We are working with the customer to get a replacement drip tray as soon as possible from our factory.  And, we are expediting the shipping.  While it's not a good excuse, we are trying to manage the supply chain challenges with our spare parts.

  Customer response

  10/25/2021

  
  Complaint: 16014916

  
  I am rejecting this response because: Their previous responses were more or less similar to that. Until I get the drip tray how can I think of they will be mailing out the replacement item. Kindly don't close my complaint until they provide me a tracking number. I will really appreciate for your support. 
  
  
  
  Regards,
  
  ***************************

  *****************

  Business response

  10/27/2021

  Hi.  We are asked to provide a quick response on the BBB so sometimes it's before everything is resolved.  I checked and we have a *** tracking number for the shipping of the tray.  I won't put it here for security reasons but please contact our customer service team or ************************************************************** if you have more questions.  I was copied on some of the emails so it seems to be in process of being resolved.  Sorry for the delay. 

  Customer response

  11/03/2021

  
  Complaint: 16014916
  
  I am rejecting this response because: *** advised us through phone that we need to pay about $22 for the delivery charges for this item. I should not be responsible for shipping charges for the damage item. Galanz should have paid all the shipping charges as the item purchased is also under warranty. Moreover, the drip tray was found damaged when I opened this fridge packaging. Its not my fault at all so why should I pay any shipping charges.
  
  
  
  Regards,
  
  ***************************

  Cell: **************

  Business response

  11/05/2021

  Hello. We have contacted *** to arrange payment and the package should have been delivered or will be delivered shortly.  If this is not the case, please email customer service at ********************************************************************************************************.

  It would have been better if *** contacted us first prior to delivery as the shipper and payer since these were ************************** Fees, and Taxes that our factory was not aware of.  I understand that our team is in contact with you and apologize that *** reached out to you first. 

  Customer response

  11/05/2021

  [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,
  
  ***************************

• Initial Complaint

  09/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 9, 2021 we filed a warranty claim for our Whirlpool 25 Bottle Wine Cooler (WHW36S). We cut the cord and sent pictures and the refund which was approved. We received an email back saying that the refund would arrive in **** weeks. The ticket # is 164419.We called through the summer to ensure that they had everything we needed and were assured our refund was on the way. When we followed up on August 24, 2021 we were told that the refund was never processed and received an email saying that the refund was processed and that we would receive the cheque in 2-3 weeks. The cheque has still not arrived. A follow up email on September 24, 2021 was never responded to. Our refund has yet to arrive as of September 28, 2021 nearly four months after the original claim.

  Business response

  10/11/2021

  Sorry for the delay.  A refund check has been approved.  Please let us know if you do not receive it.  Thanks.

*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. ↩