Complaints

This profile includes complaints for Queen Appliance Wholesale's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Queen Appliance Wholesale has 3 locations, listed below.

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  Queen Appliance Wholesale

  600 S Henderson Rd Kng Of Prussa, PA 19406-3517

  
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  Queen Appliance Wholesale

  446 Lancaster Ave Frazer, PA 19355-1818

  
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  Queen Appliance Wholesale

  729 Pike Springs Rd Phoenixville, PA 19460-4743

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dishwasher from Queen Appliance. They came today but could not install it. They never took it off the truck. The driver came in to measure and said it wouldn’t fit. I thought the counter height was standard and the salesperson never mentioned it. They charged me a restocking fee and the delivery charge. I thought the salesperson said there was a special promotion where the delivery fee was waived. I don’t understand the restocking fee because he never took it off the truck. The driver said he had seven on the truck but could only install 2. Sounds like an internal problem- didn’t tell the customers about height requirements? There was a woman employee who was very disrespectful to me. She sat at a desk where the business card on display said “******.” That may not have been her name. She was not helping me but interjected herself into the conversation several times.

  Business Response

  Date: 06/23/2023

  We are sorry to hear that we did not meet **. ******* expectations. At Queen Appliance we pride ourselves on transparency and dealing with customers in good faith. Throughout the sales process our highly trained associates ask numerous questions regarding the customers needs, preferences, installation space/measurements, and configuration of the customers home, in order to assist in product selection. It is however incumbent upon the customer to accurately measure their home/installation space to ensure the product they selected will properly fit. Customers are also advised to review the manufacturers product specifications for both measurements and installation requirements to ensure installation can be successfully completed by our teams.
  The terms and conditions of sale, including any applicable restocking fees, as well as the terms, timelines, and fees associated with delivery are clearly explained on every Sales Order. Our restocking fees are clearly listed in red under each item purchased, as are any related disclaimers. In this case **. ******* Sales order read, Restocking Fee if Returned, Cancelled, or Refused on Delivery Due to Inaccurate Measurements / Specifications: $110.00. Unfortunately, **. ******* dishwasher did not fit due to an inaccurate measurement. As a courtesy, our **************** team was able to reduce the restocking fee to just $71.00.  The restocking fee was applied due to the charges we incur when we must return a product to the manufacturer.
  Additionally, Queen Appliance encourages our customers to thoroughly review the Sales Order Approval document sent following their purchase. This once again reviews the information provided on the Sales Order and sets expectations around delivery and product installation. Delivery charges are always non-refundable.  Although a customer may refuse a product upon delivery, the delivery trip charge still applies due to the fuel expense, time, and manpower associated with the attempted delivery.
  We apologize if **************** felt that we did not meet the standard of transparency that we as a Company strive for each day. Our goal is always to be a valuable resource for our customers, providing the information needed, regarding both products and policies, to ensure a stress-free customer experience.  Queen Appliance encourages all of our customers to take the time to thoroughly review the information shared on the Sales Order at the time of sale, as well as the Sale Order Approval. Our Sales Consultants and team of Customer Service Representatives are always available to assist with any questions or concerns.