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ComplaintsforWickford Appliance & Lighting
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Getting my kitchen remodeled . I Purchased Bosh dishwasher at Wickford outlet store in ********** **. When it was delivered it was not in a box just wrapped in plastic. When the contractor got it up to the kitchen and unwrapped it said the Bosch plug is missing. So i called the store spoke with a salesman **** he assured me that the parts department would sent send a plug to the ******** Wickford store so I would not have to travel to Cumberland. Be about a week he said. Waited got no call back from **** and I went to the ******** Store The woman in charge new NOTHING of any missing plug part being sent to their store. Was very kind and gave me one for my dishwasher. So.. go home plumber comes back Nov.2 to install it and finds food particles in drain and 2 screws are missing for to hold the rubber gasket the stops leakage from door and 2 screws to put bottom panel is missing! So I call Cumberland store that day while plumber is at house and get a manager. He tells me that it is company policy that if a appliance has been in a customers house for a "short time" and used they do not have to give that information out to new customer. Also he told me that the Bosch dishwasher was sent back as it was not working . He then said that it was fixed by his company and put on sales floor not requiring Wickford Appliance to say or write on sales card in store it was refurbished. If it was fixed buy their company ,WHY did they remove the screws from the rubber outer gasket around door and not put them back in and if they indeed fixed it they would have run a cycle with water to check and they would have seen food particles and REMOVED them!! I knew Nothing of this when I purchased it. What I want>>> I want my money refunded all of it even the $100.00 to deliver it. They can pick it up and Keep it .Business response
11/08/2023
I (***************************, Executive Assistant) spoke with ******** this afternoon at 3:15pm - we easily came to a resolution for her. First, I apologized to her that the unit she purchased was used and explained it should never have ended up in our Cumberland Outlet store and that was a mistake on our part. I also discussed with her, her request for us to process a refund and be done with it, as she requested in the BBB complaint, yet I also offered to order her in a new, in-the-box, dishwasher for our buying group and honor the price in which she purchased it (unit was purchased at $799 and is currently selling for $899). ******** was thrilled with this response and gladly accepted. She does not need us to install it as she will have her plumber do so. The original unit is not installed so she will have her guys bring it down to the main level of the house/downstairs/garage for us to pick it up. Our delivery crew will bring the new unit (on Tu 11/14) into the kitchen and unbox it with her to ensure all the parts are with it. I also shared with ******** that there's a $50 mail-in/online rebate for this model so I will email her an updated copy of the invoice on Tuesday 11/14, so she can submit for the rebate. She thanked me for my call and the customer service and said although she was put off by what was previously said to her by management when she learned this was a used machine, she was thrilled to get a new one because she really does like our company and has done business here in the past. I sent ******** and email as follow up with the exchange invoice and the rebate (both of which are attached to this response, as well as a copy of my email to her), and offered for her to call me if she has any future issues, comments, questions, etc. This has been resolved.
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Contact Information
Business hours
Today,Closed
MMonday | 9:30 AM - 8:00 PM |
---|---|
TTuesday | 9:30 AM - 6:00 PM |
WWednesday | 9:30 AM - 8:00 PM |
ThThursday | 9:30 AM - 8:00 PM |
FFriday | 9:30 AM - 6:00 PM |
SaSaturday | 9:30 AM - 5:00 PM |
SuSunday | Closed |
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.