ComplaintsforW Appliance Company LLC

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Black and ****** air conditioner from Amazon on January 26, 2023. After trying to use it early May, 2023 I found it does not blow out cold air consistently, and makes a loud rumbling noise. After contacting Black and ****** support I was given W Appliance Company's phone number to initiate a warranty replacement (ticket #*****). On June 5, 2023 the item was sent out with the provided shipping label. I have called multiple times since the 3 weeks processing period ended in July to check on the status of my replacement, with no new updates reported over 45 days.

  Customer response

  09/15/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Black+****** Portable Air Conditioner with Heat on July 29, 2022 for $413.44 on Amazon. In May of 2023, come to find out the unit no longer cooled and contacted Black+****** which connected me with them on May 15 where through an email exchange got a shipping label. I sent the ** via *** on May 29 and it was recieved in ******** ** on 06/13 by ******. Was informed it would be a 10 to 14 business day service period followed by an email with the warrenty replacement unit's shipping info.They have "escalated" the ticket each time after calling them on 7/6, 7/18, 7/27, 8/10, and now 8/17 and told me to wait a week each time for the email. Nothing week after week.Black+****** ticket number: *****

  Customer response

  09/11/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding W Appliance Company LLC has been resolved.

  Thank you for stepping in.  They were dragging me along until you stepped in.  Black+****** needs to reevaluate their contract with these folks for sure. 

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been calling weekly for over a month for a part for my ************** portable air conditioner. Promises have been made to escalate and ship within the week and it still has not shipped. They state they are escalating to a manager, but that I cannot be transferred to them and there is no other phone number to call. I will be seriously reconsidering my purchase of future black and ****** products if they continue referring to this company for replacement parts.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Black and ****** floor space heater on October 16, 2022, from Amazon the cost was $26.66. In February of 2023 the unit no longer heated and blew only cold air. I contacted Black And ****** who gave me the information to call " W Appliance" which I called on 3/9/2023. On that date, I was given a ticket number. (#*****) I received an email from W Appliance asking me to send them photos of the heater showing the model number and the cord cut and those were emailed on 3/13/2023. I have called every single week since then to find out when I will receive my replacement. Unfortunately, they give me the run-around and all I am being told is to wait another week and hopefully ***** will pick it up even though I have never received a shipping confirmation.

  Business response

  07/27/2023

  ************************ will be shipped a new warranty replacement heater today via ***** tracking number ************.

  The customer has been contacted and advised.

   

  Thank you

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 5th, 2022 I was sent a *** label by this company to return my Black and ****** Portable AC unit back to them for warranty repair. A purchase I made through Amazon. Today is June 16th 2023 and I have yet to receive the unit back. From ~June of 2022 - ~September I called (as they directed) 1x every week or every 2 weeks (for the most part). Each time I called I was told they will escalate the case and to call back. I am told there is no one I can be transferred to, no one to email, just have to keep calling ************. I give them my ticket number. Last year it was ****. This year they created a new one *****. I have called them 4x this year starting Mid May and my last call was today 6-16-23. I was told the same thing as I am told every time, try it, call that number, give that ticket number and they will say "I have escalated this case" I ask what else can be done they say they have done everything they can. Say they can't talk to supervisors, they have to email them.All I want is my portable AC unit back. This is for my 88 year old mom. Summer is coming and need to be sure she will be protected from the heat.This entire process has really cast a horrible light on both Black and ****** and Amazon. How either company can send W Appliance company work is beyond me. 12 months to get an AC unit repaired or replaced is criminal.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Freezer door is dented. Unit has 2 problems cracked tray in Fridge door that's been replaced and a dented freezer door. Unit was sent out from the factory with that damage.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an AC Unit and after a few months of owning it, it stopped working. In the owners manual, it stated to contact W Appliance Co. **************************** at ************. I called the number and talked to someone, who gave me a ticket number and told me to send proof of purchase, the model # and the Serial # to an email ******************************** which I did. They then sent me a shipping label, and told me to ship the unit to them, which I did via *** (and cost me $100+ for packaging). This all occurred in the beginning of October 2022, and I haven't heard anything since. No emails, no calls, and I haven't received a repaired/replaced AC unit. In their email it states "it may take 4-6 weeks upon receiving your item for a replacement item to be processed and shipped. Once a new item is shipped, a confirmation and tracking number will be sent via e-mail."I have replied to the email several times, and have not been replied to.

  Customer response

  03/13/2023

  At this time, I have been contacted directly by W Appliance Company LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They have continued to give me the run around, refusing to give me a refund. They claim to have finally shipped a replacement unit, but the tracking provided shows the label has been created but no item has been picked up, which I am assuming is a continuation of their scam to make me think that a unit will be shipped soon. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer response

  04/06/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding W Appliance Company LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a Black and ****** compact dishwasher that I bought used. It worked great until the drain hose broke. After having difficulty finding a replacement part I thought I'd go ahead and call Black and ****** to see about buying one directly from them.I was bounced between them and this warranty company for a couple of weeks before finally getting a ticket opened with W Appliance. My initial call about this ticket was September 29th.9/29 an agent said I'll get a tracking number emailed in 7 to 10 days.10/12 I called them since I hadn't heard anything. They said they'd email the tracking number that day.10/13 I called since I still hadn't gotten a tracking number. The agent said they'd restart the process and it will be another 7 to 10 days.10/24 I called again because I still hadn't received a tracking number. They said that tickets were on a 2 month backlog. I asked if I could speak to someone higher up since I just keep being given the same runaround. They said there is no way to contact them or transfer the call, but that he'd email them and I should expect a call back within the next couple days.11/14 I didn't receive a call back over the next 3 weeks. I called and asked if my ticket had gotten through the 2 month backlog yet. I also told them again I'm happy to buy the part if it's a warranty issue. They said they'll still replace it for free even without the proof of purchase since I bought it secondhand and that I'll get a tracking number in 7 to 10 days.11/23 I called and checked they had the right email. No updates. They escalated it and said I should get a call back from a supervisor. I thanked them and told them I'd be available any time after 9am PST.11/24 they called at 7am and left a garbled message that cut off. They never called again.11/30 they said they'd call back 12/5 they said they'd email and did 12/19 I followed up via email 12/22 I followed up via email and called. Same runaround and I was told I'd get a call back.

  Customer response

  01/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Black and ****** Air Conditioner through Amazon on April 19, 2022. Soon after it started to become noisier and noisier. We have another unit of the exact same model which has continued to remain rather quiet. I contacted the warranty department at W. Appliance company per the owners manual sometime in June 2022. After several calls in which they promised to provide a *** Pickup tag shipping to their ******************* firm Golden Opportunity, they finally provided it on July 7, 2022 and the unit was picked up within a few days. Since then I have not received my warranty replacement. I called several times being told that it was in process and should be shipped within a few weeks. I then started documenting my calls, on 10/5/22 I was told again they would expedite it and it would ship within 2 to 7 days. Then after not receiving it, called again on 11/14/22 and was told due to the high volume of warranty cases with the model they had no idea when it would ship. It was suggested I call back every few weeks for an update.

  Customer response

  01/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by W Appliance Company LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Returned defective dehumidifier with furnished *** authorized return/label. I paid for packaging. Return received at W Appliance in ********************** on September 6th. Called numerous times since end of September and was not to this day given any update/status of replacement or repair. Was given case number **** when I called to reference in future. All they would say is my request would be elevated to manager. Here is copy of original email authorizing return. (Please note W Appliance is licensed to use the Black and ****** logo. Black and ****** also attempt to elevate this issue with W Appliance.)On Thursday, August 25, 2022, 9:10 AM, Warranty Documents <*****************************> wrote:Thank you for contacting us! Due to our policy of returns you have to send your unit first to receive a replacement. Attached you will find the *** RETURN LABEL. Please box the unit and use the label to ship the package/product. Once the unit has been returned and received, a new item will be sent to you. Please note there is a 10-day service period when returning products. It may take 2-3 weeks upon receiving your item for a replacement item to be processed and shipped. Once a new item is shipped, a confirmation and tracking number will be sent via e-mail. Feel free to call us back if you have any questions. Warm Regards, BLACK+****** **************** Team Can you help?? Best 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. ↩