ComplaintsforBig Red Appliances And Mattress

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a refrigerator that was delivered on 9/8/23, but unfortunately after it was installed, the delivery person realized it didn’t fit because the left door wouldn’t fully open. The purchase was made using a store credit for a refrigerator that was new and purchased on 6/13/23 but was defective, and we also paid an additional $379 by check. Due to extensive delays and unpleasant interactions with the store owner, we didn’t want to purchase another item from this store. So we purchased a third refrigerator that both fit and worked from a different store on 9/8/23. On 9/12/23, I went to Big Red Appliances to ask to return the refrigerator that didn’t fit, but the owner refused to allow us to return it. There is no return policy on their website, posted in their store, nor on their receipts. The owner is stating he will only give us store credit to "re-select" again. Per *** ******* (7), if there is no posted return policy, they have to accept returns--not just give store credit.

  Business response

  09/28/2023

  I dispute the proposed complaint.  Here are the facts...

  Customer **** ******** purchased a kitchen appliance suite from Big Red Appliances on 6/13/23 that was delivered on 6/16/23.  Delivery for *** ********** order was successfully completed by Big Red Appliances with no issues & customer was 100% satisfied.  Fast forward roughly 2 months later I, Tim K*****, received a call from a woman named **** *****  She claimed she bought a refrigerator from Big Red & now it was not working.  I attempted to look up her receipt, but it turned out she never bought a refrigerator from Big Red.  Rather she purchased a home that came with *** ********** appliances that he purchased.  I told **** that I would be more than happy to work on getting her fridge fixed under the manufacturer warranty.  We were able to get everything set up with service & when they went out they deemed the refrigerator to be unrepairable.  Once I found this information out I immediately reached out to the vendor & rep to get a new fridge replacement for the customer asap.  I was able to get the request done, but **** **** decided she did not want the same model fridge.  I explained to her that I would gladly check to make sure that her request could be done, but I could not guarantee anything.  After receiving confirmation from my rep I informed **** **** that she could select another brand fridge, even though it was out of the norm.  I explained to her that the customer **** ********** vendor credit for the original fridge would be applied to her new fridge & she could pay the difference.  She agreed to that & requested that I special order a ** refrigerator that we do not stock.  I explained to her that she needed to confirm it would fit, because the original ****** refrigerator was only 33" wide & she was wanting to "special order" a 36" wide refrigerator, and special orders are non-refundable & clearly stated on our receipts.  She said she was good with that & wanted to order the **.  I ordered it on her word that she would pay the difference of $379.45 prior to the delivery & I did not charge her for the new delivery either.  She then wanted to pay for the difference on the day of delivery with a check given to my drivers, which we do not do, but I agreed to do it to help her out since she didn't want to drive to the store.  Upon delivery, as I was worried about, the fridge was too wide & the left door was hitting a light switch on the wall when the door was opened.  My drivers called me & I gave them and **** very detailed resolutions...

  1.) She can keep the new fridge, give my drivers the check & have the light switch moved

  2.) She can send the new ** fridge back to the store, keep her check, leave the old fridge there & select another one to replace the defective fridge with

  She demanded that we take both fridges back & give her a full refund, but I explained to her that she had not purchased the prior fridge from Big Red and it was a credit from the manufacturer towards the new fridge.  I told her I would gladly let her keep her check, we would bring the new ** fridge back to the store, and she could work with the manufacturer directly for a exchange/refund to see if they would send her a check for the defective fridge that came with the home she purchased.  She decided to keep the new replacement ** refrigerator, gave the check to my drivers for the difference & the defective refrigerator was brought back to the store.  Invoice was closed out & delivery successfully completed.

  I went above & beyond to work with the manufacturer to help **** get a new fridge even though she never had anything to do with the original purchase.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased washer and dryer from Big Red. Upon delivery, they ripped my floors. They have failed to cover the damage of the floor or offer any remedy to resolve our issue. I have contacted the business dozens of times for two months and they have failed to resolve.

  Business response

  06/18/2023

  This matter was resolved weeks ago.  We were in constant communication with the customer in regards to the slight stretch mark in their vinyl floor.  It was an unfortunate accident that happened when our drivers were actually attempting to go above and beyond the scope of a normal delivery at the request of the customer.  Customer had a washer drain pan, and after the washer was put in place the customer decided to have the drain pan removed, because they could not utilize the pedestal drawer under the washer.  While attempting to go above and beyond the scope of a normal delivery by removing the drain pan that was installed by the homeowner one of the feet on the washer slightly stretched the vinyl floor.  We were immediately in contact, and there were a few delays with trying to get out and asses the floor due to schedule conflicts with the customer’s schedule.  After finally assessing the floor we let the customer know that we would be in contact with them as we gathered estimates to get the repair completed.  We worked diligently to find a resolution for the customer.  The issue was resolved as customer requested, and all parties involved were satisfied with the final outcome.  

  Customer response

  07/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

   

  As right now check is clear, we deposited that day I mentioned to you. We agreed for them to pay less. The quote I got from the company installing my flooring was $1000 I wanted to end this stressful situation. 
  
  Thank you,
  ***** 

  
  

  
  
  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. ↩