ComplaintsforBarker's Appliance, Inc
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Complaint Details
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Initial Complaint
01/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 12 January 2024, I walked into Barkers Appliances looking for a new refrigerator. The employee that was helping me, Wade C****** was not very polite and seemed in a rush, especially when other customers came into the store. I wasn’t sure of the measurements of the space or my current refrigerator. After selecting one, I was told it would have to come from the warehouse and wouldn’t arrive at the store until 22 January 2024. This would put delivery time to on 24 January. I paid for the transaction and left the store. When I arrived home, I measured my current refrigerator it was smaller and would not work for me. When I called Barkers back and told them the situation. Mr. C****** said: I’m sure I can help! I see the order placed. It looks like your unit is set to arrive to us on tomorrow’s truck that’s arriving to us… so it is too late to cancel the order altogether. If you are looking for a different sized unit, we will “stock” the incoming piece and put on your store account, a credit for the full amount you paid. If you are not looking to place an order for a different unit, and are just trying to cancel altogether, there would be a 20% restocking fee to get the special ordered unit back to the manufacturer. I asked Mr. C****** didn’t call me above the early arrival of the refrigerator. He said it wasn’t the company policy to do so. I also asked why the restocking fee ($259.74) was going to be my responsibility when the product wasn’t even in my home. I told him I didn’t want store credit and wanted a full refund. Mr. C****** said he would mail out a check and it would take 5-7 business days. I asked if I can come to the store and pick it up. He said yes and that they open at 0830.Business response
01/17/2024
The attachment the customer supplied conviently left out page 2, where she signed that she understood the refund/cancellation policy. (See attached)
She states that she doesn't think it should be her responsibility for the restocking fee, as she has not received the unit from us.- It should have been her responsibility because it was already on its way. The unit needs to be restocked to the manufacturer, and that incurs fees. While her delivery was not scheduled until the following week, the delivery to us was already underway so that we would be able to get the unit to her as promised. This was a special order item.
This is a classic example of some people are impossible to please. We gave multiple options to try and save the customer relationship. But none of the options were sufficient. So we did acquiesce to her request and refunded the whole amount via checks numbered 11231, and 11232. She picked both checks up yesterday, 1/16/24. So at this point, she has cost the business considerable money and lost time, has refused to live up to her side of the signed contract, has received a full refund, and still can not be satisfied.
Hopefully this shines some light on the situation and the character/lack of character of the customer in question.
Customer response
01/17/2024
[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,
***** *******i only accepted the full refund response. Since the item in question had never been told that it be delivered early and that that the item never arrived at my home. I do not agree that I should have to pay a restocking fee. When I asked the employee why he didn’t call me of the earlier arrival date he told me it wasn’t there company policy. What would have happened if the company come to my home and I was at a medical appointment. Communication is a big key in any relationship. I went to the company on Tuesday, January 16th and accepted the refund in full. Said employee didn’t have knowledge of the transaction and still took an attitude towards me. I will not be going back.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.