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BBB Accredited Business since

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Description

This company offers internet retail of appliances and related products.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Living Direct, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Living Direct, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 94 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

94 complaints closed with BBB in last 3 years | 36 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 6
Delivery Issues 6
Guarantee/Warranty Issues 7
Problems with Product/Service 61
Total Closed Complaints 94

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Living Direct, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

top
BBB file opened: November 02, 1999 Business started: 10/16/1999 Business started locally: 10/16/1999 Business incorporated: 07/13/2001 in TX
Type of Entity

Corporation

Business Management
Mr. Rick Lundbom, CEO Mr. Rudy Cantu, Customer Care
Contact Information
Customer Contact: Mr. Rudy Cantu, Customer Care
Principal: Mr. Rick Lundbom, CEO
Business Category

Internet Shopping Appliances - Major - Dealers Appliances - Small - Dealers Importers

Alternate Business Names
CompactAppliance.com HotWaterSource.com IceMakerDirect.com Kegerator.com Living Direct LivingDirect.com OpenBoxDirect.com PortableAirShop.com Richlund Ventures SimplyDehumidifier.com WasherDryerCombo.com WineCoolerDirect.com

Additional Locations

  • 500 N Capital Of Texas Hwy Bldg 5

    Austin, TX 78746

  • 1
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Complaint Detail(s)

7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product online by phone for a friend. The product came with the box flaps opened on the bottom and had to take it out of the box from the bottom. There were some very faint scratches on it as though it was used before but that really wasn't the big issue. I paid with debit $189.99 for an air cooler. It did not accommodate the area needed so I contacted Mr. ******* ***** to ship it back. I asked how much it would cost and I believe he told me a figure of between fifteen and thirty dollars. My refund depended on the condition of the return. I shipped it back much safer and secure than it came to me. They did not send me a return label. I paid $89.50 to have this shipped back. In addition to this they took $28.50 from my refund. They returned $161.49. When added up they actually took $118.01 from me and I call that stealing. This was so unfair and I just want them to know that I don't have this kind of money to be giving away like this. I am disappointed in this business. This is a lot of money to be taking from a consumer. By the way, I couldn't even get a good online chat regarding this nor was my email answered by Mr. ***** the second time. Sincerely yours, ******

Desired Settlement: I would like some of the shipping payment back.

Business Response: Thank you for your email. With any of these items on our website we have a return policy on the items for buyers remorse. Please read this below:

Returns

We understand that occasionally a customer will purchase an item
that does not fit their needs. We are committed to working on an
individual basis with our customers to solve any issues and provide the
best possible service. If you are not 100% satisfied, you may return
your order to us within the first 60 days after delivery*.


To make your return as easy as possible, review the following checklist for what items are required for a return.



All returns must include:


Product(s) Ordered in Original Condition
Original Packaging
All Included Accessories & Materials
A Return Merchandise Authorization Number (RMA) – This will
be provided to you by a customer service expert when you schedule your
return





Return and Refund Policy

If you are not fully satisfied with your purchase, you may return it
to us within the first 60 days after delivery. All we ask is that the
order be returned to us in its original packaging and condition with
all included accessories and materials. Items shipped out via freight
line carrier must be returned in the same manner. To obtain a return
merchandise authorization number (RMA), please contact one of our
customer service experts Monday through Friday 8 a.m. to 5 p.m. CST at
###-###-####.



Shipping costs are not refundable and the customer is responsible for the cost of the return shipping.


Returns related to orders that included free shipping or a shipping
charge less than $10.00 will be refunded 85% of the product cost in
order to cover original shipping fees. All returns will be inspected
and we reserve the right to adjust the refund on the return depending
upon the condition of the returned product.
Due to seasonality and function, some of our products have unique return restrictions:

Portable air conditioners, portable air coolers, and
heaters are only eligible for return within the first 15 days
after delivery. Only new, unopened water heaters are eligible for return.
Customers will receive a 75% refund, minus shipping costs, for
all returned water heaters. For safety reasons, all gasoline and oil must be removed
prior to returning any fuel powered products. If gasoline or oil
is not removed, your return may not be accepted.



Rerouting an Order

Orders that have been fully processed into our warehouse or shipped
may no longer be cancelled. Should you wish to return an order that has
yet to arrive at the ship to location please contact our customer
service department so they may request a rerouting of the package with
the shipping carrier back to our warehouse. Once the order is received
back into our warehouse you will be refunded 80% of the of the product
cost in order to recoup shipping fees. Rerouted orders that included an
original shipping cost will be refunded minus the listed shipping
amount and subject to a 10% shipping recovery fee.



Damaged Shipments

We fully insure all of our shipments and if a delivery is damaged, we
will gladly replace the product or give you a refund for the full amount
of the merchandise. Sometimes damage from shipment may not be visible,
so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at ###-###-####.



Once we are contacted, we will have the shipping company return to the
delivery location to pick up the damaged product. Please make sure that
the product is in its original packaging, with all manuals, parts and
accessories. Please note that the shipping companies operating on our
behalf will only make one attempt at pick-up. Thereafter, any subsequent
pick-ups may be at the expense of the customer. Once we have received
the damaged unit back at our warehouse, we will immediately ship the
replacement product or issue a full refund.



Defective Products

Unfortunately, not all products go through our warehouse, some are
shipped directly from the manufacturer, and therefore it is possible a
defective product could be shipped. If you receive a defective product,
you will need to contact the manufacturer. All warranty service for
customers is provided by the manufacturer of the product purchased.
Please check your owner's manual for the customer service number of the
manufacturer of the product you purchased. If you cannot locate the
number, please call us at ###-###-####.



We will not replace or exchange defective products that fall under the manufacturer's warranty coverage. All warranty service for original customers is provided by the manufacturer of the product purchased.
Please check your owner's manual for the customer service number of the
manufacturer of the product you purchased. If you cannot locate the
number, please call us at ###-###-####.

As it sates for the return you would be responsible for shipping on the item and a 15% fee would be applied because we would have to get our initial shipping costs back. Keep in mind that is only a fraction of the shipping. Not the total cost. I understand this was a gift and did not meet the expectations. We just do not have free returns on these items. I understand you may not like the return policy but that is what is in place.


 

Regards,

***** ******

Customer Service
Supervisor

* *** *** ****
ex ****

Consumer Response: Complaint: ********

I am rejecting this response because: There is no mention about shipping costs not being refunded in the letter of order number PO2073505 Return Instructions from Sales and Service ###-###-####. What I see here, is the cost of the original product advertised was $279.99 and the sale price was $189.99. The fifteen percent was taken from the $189.99. There was no shipping cost with this. I am asking for some kind of a shipping reimbursement here. The product was shipped back better than it came and in good condition. There was no return shipping label or one offered. There has to be a happy media here. I pay for shipping and they don't?. That's not equal PR. I actually paid in the long run more than the actual price of this product. No I'm not pleased.

Regards,

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

Business Response: Thank you for your email. I am sorry you do not like the return policy on the item but it is place. I am going to stand by my previous email.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an LG WM3455HW Ventless Compact Washer Dryer product from Compact Appliance based upon the advertisement that no regular washer dryer hook ups were needed. Before I made the purchase I called the Compact Appliance toll free number; ###-###-#### and spoke to several product specialists about how to hook up the product as I live in an apartment and would only be able to hook the product up to the sink spigot in the kitchen. The product specialist went over the owner's manual with me and we looked at the portability kit and I was assured that this unit would work in my apartment. Each time I called I explained to the product specialist that I had a one spigot faucet with a handle that slides to the hot water, the cold water and the warm water. they assured me the unit would work with my type of faucet and even explained to me that I could hook it up uner the sink as well. I ordered the adapter kit as well upon their assurance that it would be universal to any faucet. When I received the adapter kit and LG product; I discovered that the unit would not hook up to my type of faucet as I was told by representatives of Compact Appliance. I called a master plumber and the apartment maintenance and they were not able to get the unit to hook up to my faucet. I called to return the product less than a week later and I was told that I would have to pay the return shipping. I told Compact Appliance that if the item had not been misrepresented by the website and the product specialists that I would not have ordered the product in the first place. I read the owners manual and I looked at the videos online in addition to speaking with the product specialist before I ordered the product. If I can not hook this unit up to a water source, I cannot use it. I called R and L carriers to check the price of a return and they told me it would cost me about 500.00 to return it. They said it would be less than half of that to return it under the Living Direct account. I called customer service and was told several times that it was not their problem and that I would have to pay the return plus they would take the fee out of my return for accepting it back to cover the shipping costs to me. I feel this is very unfair as I would be out apx. 700.00 dollars to return the product. I was told to sell it on my only which would give me way less than I paid for it anyway. I bought this because I am disabled and I find it very difficult to walk up and down two flights of stairs to do laundry.

Desired Settlement: I want to return this under Living Directs account with R and L carriers so I can get a lower return fee. I should not have to pay the full return costs as the website information, video, and product specialists advised me there would be no problem with hooking up the product and there was a problem. As a result I cannot even use the produtct.

Business Response: ***** **********,

As we spoke today on this already I will repeat myself. The item unfortunately is not going to work for your environment. In case this would be a buyers remorse return on this item. If you look at our return policy which I will show you below. You would be responsible for you to ship the item back to us on this and you would only receive back 85% of what total cost is because we have to recoup the costs of shipping out to you. I am sorry this doesn't fit in your location but lets move past this and see these rules are in place on these items. It may be inconvenient for you and I do apologize on this but this is considered a buyers remorse return. As I stated before I would see if you find away to have this hook up to your sink by talking to your apartment complex that would be the best option.

Return and Refund Policy

If you are not fully satisfied with your purchase, you may return it
to us within the first 60 days after delivery. All we ask is that the
order be returned to us in its original packaging and condition with
all included accessories and materials. Items shipped out via freight
line carrier must be returned in the same manner. To obtain a return
merchandise authorization number (RMA), please contact one of our
customer service experts Monday through Friday 8 a.m. to 5 p.m. CST at
###-###-####.



Shipping costs are not refundable and the customer is responsible for the cost of the return shipping.


Returns related to orders that included free shipping or a shipping
charge less than $10.00 will be refunded 85% of the product cost in
order to cover original shipping fees. All returns will be inspected
and we reserve the right to adjust the refund on the return depending
upon the condition of the returned product.


Sincerely ***** ******.

Consumer Response: Complaint: ********

I am rejecting this response because: Compact Appliance keeps insisting this is a; "Buyer's Remorse", return. Had I been given correct information and told that this item may not be able to be hooked up to my faucet, I would not have purchased the unit.  I have spoken to my apartment manager who states she is not going to change out my faucet just for me. This is a newly renovated apartment and all of their appliances are energy efficient and water saving.  I was told by the agent that the adapter kit was universal and would "fit any faucet". This obviously is not correct as it will not fit mine. My only remorse is having to deal with a company who does not take responsibility for the actions of it's agents or advertising.  Look at the advertising, does it state anywhere that there may be a problem with a particular faucet? No, it does not state that. The videos suggest that the hook up is easy and I wouldn't need washer hook-ups. This machine is designed to fit into small spaces, and use 120 volt electricity and hook up to faucets. The first thing this man asked me was if I had washer hookups. It doesn't seem as if he knows his product and thinks that if he says something as many times as he has, it will be true. The fact is, had I not been misled by the advertising on the website; I would not have purchased the product. The fact is, had I not been given the correct information by the so called; product expects, I would not have purchased the machine. I based my decision to buy on the advertising and after speaking to the product experts.  The type of faucet I have is widely used in all of the hundreds of apartment units here at Maplewood. My mom has a faucet like this and her home was built over 15 years ago. My sister has a faucet like this and her home was built 20 years ago.  Many of my friends and o workers have faucets like the one I have.  It is not an unusual faucet.  It has one spigot and a sliding lever that goes from hot, to warm,  to cold.  The lever is in the up position for water and down for no water and the temperature is selected by sliding it from side to side. I even had a master plumber licensed with the State of Colorado out here and he said the universal kit was not universal. The kit will only fit one faucet width and depth, that is not universal at all. I expected your advertising to be correct and I expected your product experts to be experts. All online shoppers rely on the content of websites to be accurate. Online shipping is the present so accurate information and disclaimers need to be included in your postings and your product expects, need to really be experts.
Regards,

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

Business Response: Thank you for your email. I am sorry but this isn't going to work out for you but you would be doing the same buyers remorse for the same product or any item if its not going to work for your environment. I do apologize but if you want to return you would be the same as any other customer.



 

Regards,

***** ******

Customer Service
Supervisor

1 800 297 6076
ex 3522

Consumer Response: Complaint: ********

I am rejecting this response because: This is not a buyers remorse complaint.  This is a complaint about the information posted or lack of information posted on your website.  Had I been given the correct information; I could have made a more informed decision before I bought your product.  All the information that I was given from your website and product experts indicated that this unit would work with any faucet. I was given incorrect information.  You as a customer service supervisor do not have the authority  within the company that I am seeking.  This is an issue that needs to be escalated up in the hierarchy of your company. Please escalate this complaint to the president or CEO of Living Direct or his or her representative.  If you refuse to do that I will write a letter to your CEO and let him know that a supervisor refused to escalate this issue.  

Regards,

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

Business Response: There really isn't anything left to clarify on this. If you want to return the item you have to pay to ship it back. If you want to return please please call into do so. Otherwise sell the item locally if you don't want to pay to ship it back. I'm sure someone would take it off your hands

Business Response: I am sorry you feel that way but with these items you would have to pay to ship it back. I am sorry but I don't know how many times I can explain the return policy. Please re read the return policy on this.

Returns

We understand that occasionally a customer will purchase an item
that does not fit their needs. We are committed to working on an
individual basis with our customers to solve any issues and provide the
best possible service. If you are not 100% satisfied, you may return
your order to us within the first 60 days after delivery*.


To make your return as easy as possible, review the following checklist for what items are required for a return.



All returns must include:


Product(s) Ordered in Original Condition
Original Packaging
All Included Accessories & Materials
A Return Merchandise Authorization Number (RMA) – This will
be provided to you by a customer service expert when you schedule your
return





Return and Refund Policy

If you are not fully satisfied with your purchase, you may return it
to us within the first 60 days after delivery. All we ask is that the
order be returned to us in its original packaging and condition with
all included accessories and materials. Items shipped out via freight
line carrier must be returned in the same manner. To obtain a return
merchandise authorization number (RMA), please contact one of our
customer service experts Monday through Friday 8 a.m. to 5 p.m. CST at
###-###-####.



Shipping costs are not refundable and the customer is responsible for the cost of the return shipping.


Returns related to orders that included free shipping or a shipping
charge less than $10.00 will be refunded 85% of the product cost in
order to cover original shipping fees. All returns will be inspected
and we reserve the right to adjust the refund on the return depending
upon the condition of the returned product.
Due to seasonality and function, some of our products have unique return restrictions:

Portable air conditioners, portable air coolers, and
heaters are only eligible for return within the first 15 days
after delivery. Only new, unopened water heaters are eligible for return.
Customers will receive a 75% refund, minus shipping costs, for
all returned water heaters. For safety reasons, all gasoline and oil must be removed
prior to returning any fuel powered products. If gasoline or oil
is not removed, your return may not be accepted.



Rerouting an Order

Orders that have been fully processed into our warehouse or shipped
may no longer be cancelled. Should you wish to return an order that has
yet to arrive at the ship to location please contact our customer
service department so they may request a rerouting of the package with
the shipping carrier back to our warehouse. Once the order is received
back into our warehouse you will be refunded 80% of the of the product
cost in order to recoup shipping fees. Rerouted orders that included an
original shipping cost will be refunded minus the listed shipping
amount and subject to a 10% shipping recovery fee.



Damaged Shipments

We fully insure all of our shipments and if a delivery is damaged, we
will gladly replace the product or give you a refund for the full amount
of the merchandise. Sometimes damage from shipment may not be visible,
so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at ###-###-####.



Once we are contacted, we will have the shipping company return to the
delivery location to pick up the damaged product. Please make sure that
the product is in its original packaging, with all manuals, parts and
accessories. Please note that the shipping companies operating on our
behalf will only make one attempt at pick-up. Thereafter, any subsequent
pick-ups may be at the expense of the customer. Once we have received
the damaged unit back at our warehouse, we will immediately ship the
replacement product or issue a full refund.



Defective Products

Unfortunately, not all products go through our warehouse, some are
shipped directly from the manufacturer, and therefore it is possible a
defective product could be shipped. If you receive a defective product,
you will need to contact the manufacturer. All warranty service for
customers is provided by the manufacturer of the product purchased.
Please check your owner's manual for the customer service number of the
manufacturer of the product you purchased. If you cannot locate the
number, please call us at ###-###-####.



We will not replace or exchange defective products that fall under the manufacturer's warranty coverage. All warranty service for original customers is provided by the manufacturer of the product purchased.
Please check your owner's manual for the customer service number of the
manufacturer of the product you purchased. If you cannot locate the
number, please call us at ###-###-####.

Business Response: Based on my conversation with my with this customer it really sounds like item is not allowed in the apartment complex. The first story I got was the faucet head will not connect with the adapter. This adapter is a universal adapter which we have been selling for a long time. 9 times of 10 these adapters work with the customers items unless they have a weird faucet head. When the customers call in this is such a non-issue and we never get this call from customers on this. At this point if it cannot be used in the environment this would be considered a buyer’s remorse return in which the customer would ship it back. In certain circumstances we would even give a $50 credit to the customer to see if they can buy adapter locally in their area. I even said  to her that she could talk to her apartment complex about changing the faucet head. What this conversation really sounds like to me is that she can’t have this item in her complex and she is looking to return it. If that is the case that is also a buyer’s remorse return.  Now this is what I will do for her. She would still have to ship it back but I will change the restocking fee to 7% instead of 15%. This would be my final offer. Otherwise she needs to sell this unit locally. If you have any other further questions feel free to ask.

Consumer Response: Complaint: ********

I am rejecting this response because: This guy thinks he is in management but he is just a ***** supervisor and he does not have the authority to deal with issues of this nature.  Apparently Mr. ***** know nothing supervisor has no knowledge of the types of faucets out in the world and keeps repeating the same thing over and over again because his pea brain is not capable of doing more. I am keeping the unit only because I was able to hire a plumber to come out and adapt my faucet to fit his so called "universal" adapter.  It costs me 40 dollars to do this.  Had I been given the correct information from the website and from your NOT REALLY product experts; I would have been better informed and would not have ordered the product over the Internet.  All indication from the website and product expects gave me no reason to believe that this unit would not work on my faucet.  I needed this unit as I am disabled and it is becoming impossible for me to carry laundry up and down two flights of stairs.  I think you need to be better trained in your job so you can intelligently interact with customers.  You said on the phone to me that this adapter fits 99 percent of the faucets out there so I must be the one percent?  God, you are a complete idiot.  You guys owe me 40 dollars now for a plumber to come out and hook up the machine using the "universal adaptor that was NOT UNIVERSAL. I have a weird faucet?  No, you are just stupid and ill informed and do not want to offer any customer service at all for the mistatkes your company made in advertising the product or the stupidity of your so called product experts. Please escalate this issue to someone with a brain. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Summit 8 Bottle wine chiller which was said to hold any 750ml bottle. When arrived to our tasting room we found that it did not hold a great majority of our bottles and the majority of bottles from other producers, from standard 750ml champange bottles to 750ml burgundy bottles. I tried contacting the company and was laughed at over the phone and told there was nothing that could be done. Their website and specs mention nothing about a specific bottle type or size.

Desired Settlement: I would like to return this machine and get my money back.

Business Response: *****,

Thank you for your email. This item only fits 750 ML bottles. Does not support Champagne bottles. You ordered through a company called www.openoboxdirect.com. You had purchased a scratch and dent product. Under the listing on the site this is listed for scratch and dent.




This "Scratch & Dent" product is in very good
working condition. Each unit is a fully functional return item with
moderate to severe scratches/dents on one or more panels. The product
has been tested for quality assurance and is certified “Fully
Operational”. Please note that all "Scratch & Dent" units include
the original manufacturer’s warranty but are not eligible for a "buyer’s
remorse" return. Note: The original manufacturer’s warranty is not
applicable for the Danby brand.


After the conversation you had with me over the phone today you wanted to return the unit because its not going to fit your needs. As it states in the paragraph these items are not eligible for a buyers remorse return. All sales are final on the products. I apologize if its not to your liking but the option for return is not possible. Between you and I I would see if you can try to sell it locally to someone so they can take it off your hands.


Regards,

***** ******

Customer Service
Supervisor

* *** *** ****

Consumer Response: Complaint: ********

I am rejecting this response because:Champagne bottles are 750ml, Chardonnay, Pinot Noir, Burgundy bottles are 750ml. There was nothing in any of the literature on your website that specified it would not accept CERTAIN 750ml bottles but would others. Why should I be penalized because you were not forthcoming with that information? Telling me to sell it on craigslist is completely unsatisfactory, not to mention rude.

Regards,

***** ******

Business Response: At this point all sales are final on the unit. I don't know how else to tell you this but the unit is yours and there isn't an option for return. It clearly states this on the website. I am sorry for your confusion but we are not taking the product back on this.



Regards,

***** ******

Customer Service Supervisor

* *** *** **** ex ****

Consumer Response: Complaint: ********

I am rejecting this response because: the product did not preform to standards listed. 

Regards,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/27/2014 Problems with Product/Service
6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Latent defect suspected:We purchased our CWR450DZ Edge Star 45 bottle Wine Cooler in June of 2009. I'm trying to find out if there is or has been a recall on this product, as it seems to have a latent defect. At the rear of the unit, at the bottom, a safety screen is attached by four screws. The screws, two on each side, are tapped into the thin cabinet shell. At the location of the top two screws, the cabinet has been weakened by the screw holes and is failing/bending at this location. The first indication we had that something was wrong is when we found water on the floor around the unit. The plastic evaporative pan attached at the rear had broken due to stress placed on it by the collapsing/bending cabinet. The cooler is advertised as holding 45 bottles of wine - we have never had more than 40 wine bottles stored in the unit, including on the bottom shelf.We would like the unit either repaired or replaced.Any assistance on this issue would be appreciated.Thank you.

Desired Settlement: We would like the unit either repaired or replaced at Living Direct expense and no cost to us, including shipping.

Business Response: Hello,

As of today the model purchased has no reports of a defect.  If the unit purchase back on 2009 is not operating properly then we will ask that you phone the manufacture for a possible solution.  Please know that the item no longer has a warranty attached.  Edgestar will do their best to trouble shoot over the phone but if part or service is needed then you would be responsible for the cost.  We apologize we are unable to assist further.  

Edgestar - ###-###-####


****

###-###-#### Ext 3521

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received my GEMU090P - (1) Ice-O-Matic 85 lb. Nugget Ice Machine and Pump Kit on Monday, June 1, 2014. We scheduled the plumber to install it on Thursday, June 5th. After and hour of preparing the site, the plumber asked us about a pump kit. I called customer service to inquire and spoke to an extremely RUDE man. I asked to speak to the manager and he let me know that he was the manager. This man explained to me that the pump kit was shipping out that day and would be here next week. I told him that it did not do me any good to have the pump kit shipped out then, when i had the plumber here trying to install it now. "It is what it is" this manager told me and there was nothing he could do about it. I spent over $2500 on this ice maker and was blown away by the arrogance and rudeness. My plumber said he could sell me a pump kit and finish the install but according to the manager ONLY their pump would work and we would have to wait for it to arrive. I asked why it didn't ship out together and the manager again said, "It is what it is". Meanwhile i am out $150 service call from the plumber, while sitting with this big mess in my kitchen, waiting for the pump kit to arrive so that i can have the plumber come back to finish the job. According to Fex Ex, the kit will arrive Saturday, June 7th. This will be nearly 2 weeks later.

Desired Settlement: I just want people to be aware that the manager has absolutely NO customer service skills. He told me i should have called to talk to someone before i placed the order. Perhaps somebody should have called me to let me know that the ice maker would arrive quickly but that i should wait to have the plumber come as the pump kit will arrive 2 weeks later. When I placed the order, the pump kit was listed as a part of the whole. There was no reason for me to think that it could be shipped separately. Model: GEMU090P Brand: Ice-O-Matic Pump kit included (but not installed) Production capacity: 85 lbs Storage capacity: 22 lbs Quiet operation Pure Ice technology Approved for outdoor use Makes soft Sonic style nugget ice Warranty: 2 years Ice-O-Matic 85 lb. Nugget Ice Machine and Pump Kit Water temperature: 40-90 degrees F Water pressure: 20-80 PSIG Ambient temperature range: 50-100 degrees F Input voltage: 115 V/60 Hz Power: 5.0 A Ice maker weight: 130 lbs Pump kit weight: 3 lbs. Ice maker dimensions: 33.38" H x 14.88" W x 22.75" D Pump dimensions: 9" H x 10" W x 12" D

Consumer Response: I gather i should have said that I would like to be reimbursed for the $150 i paid the plumber to not be able to install the ice maker.  

Business Response: ******* *******,

I do apologize this happened. The pump was on backorder at the time and didn't ship out to the following week. You had spoken with me over the phone and we came to conclusion that we would offer the free return I had give you on the pump. You had told me that plumber was going to use his own pump for the unit the last time we spoke. I did say its recommended that you would use the ice o matic product pump but I took your word that the plumber had a solution for you. I was going off the plan that the plumber was going to hook up a pump for you that he had.  As I stated before I would give you a free return on the pump and we would send you a return label on this and the amount credited back would be $220.04. I apologize for any confusion on this but that is the extent of what we can do at this point. If you want to return the pump we can do so. Any installation charges on the plumber we wouldn't be responsible for. Please let me know what you would like to do through this channel for any future communications.


Regards,

*****
******

Customer
Service Supervisor

* *** *** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a window air conditioner unit from them on May 22, 2014. It showed online that I would be receiving my unit on May 28, 2014. Me and my children waited in 90+ degree weather for 6 days waiting on this unit, that never came. I called Compact Appliance on May 28th and spoke to *******. He told me he had no clue where the unit was and had no way to track. After hanging up with him, I decided to no longer wait so I called once again and spoke to *****. She told me the exact same thing, though you could tell she was aggravated that I even called about cancelling and questioning when I could expect a credit for the air conditioner. ***** told me she would call me back the next business day after contacting the manufacturer, and would then let me know when I could expect my funds back. Though she "guess-timated" it would only take about 3 to 5 days to receive a credit. The next business day came and went, with no response from Compact Appliance. So, I thought I should just be patient, and wait a week, and I was sure I would see a credit in my account. I waited from May 28th, 14 to June 2, 14. I called and spoke to *****, who told me he would have to call me back because he had no answers for me and that he had no idea when I would get my money back and that there was nothing in the system yet about giving me a credit. I explained the situation to him, and he promised to ease my tension with the situation by contacting me by the end of the day on June 6, 14 and would then give me an update with when I could expect my money back. Friday came and Friday went, with no phone call back. So once again, trying to be patient I waited from June 2, 14 to June 6, 14. I called Compact Appliance again, where I was told again, they had no idea when I was getting my credit, but that I needed to allow at least 5 business days, which is the very same thing I was told on May 28th. So from May 28, 14 to June 6, 14, I was told to be patient and wait on my return. Finally I called today, June 11, 14. I spoke to ***** who told me he had no clue when I was getting my money, and that he had no answers for it, and that I needed to learn to be patient; eventually you will get your money back. I became angry, yet still composing myself, I told ***** I wanted to speak to someone in a higher position than him because I was tired of talking to people who had no idea of when I could expect my money, and that every time I call, I am told the same exact thing every time and yet still no credit. I was told by ***** that he was the highest ranking person there and that there was no one else I could speak to. So I began asking him, why can you guys not give me a specific time of when I can expect my money back. He said he didn't have the answers for me and that I needed to learn to be patient (once again, I need to be patient). I told him that since I had no one else I could speak with, and no one at the company had an answer for me other than be patient, that I needed to get a lawyer because they've had my funds for 20 days with no product to show for it, and no answers as to when I could expect my funds back. He told me to do whatever I needed to do, but he was busy and had other calls he needed to take and he hung up on me. I didn't even bother calling back. I'm taking steps now to try and get my money back. First step was calling them, second step is contacting the BBB. No one can run a business like this, never have answers for the customer, yet keep their money and have no answers for the customer as to when the customer can expect their money back even though the company still has the product. That's almost unheard of these days. I have never experienced anything like this. This company, well, not company, but the employee who claims to be the highest ranking person at the company, James, handled this all wrong when he told me he had other customers he needed to help and hung up on me. This company is horrible, and someone needs to make sure these customers are done right. I am a patient person, but patient only for so long. This has been the run around like no other.

Desired Settlement: I wish to have the company call me, and let me know when my refund is available. The order was cancelled before they ever shipped it out, yet used the excuse that it shipped out on June 2, 14, but I cancelled it on May 28, 14. I want a personal apology from a higher ranking person, other than ***** for his behavior and for him hanging up on me. In all honesty, I've never had a company employee do what he did today. This behavior will ruin a business. If anyone has him in charge, they made the wrong decision. #1 Rule, always remember, no matter how dumb or how silly things seem to you, the customer is always right. Always be polite and try everything to soothe the customers feelings of being angry or aggravated. #2 Rule, Follow up with your customer if you promise to call them to keep them informed on their account, as this will keep your customer informed on what they can expect which will also keep them from feeling frustrated and aggravated. #3 Rule, don't hang up when your customer is in the middle of questioning you as to where their money is. When dealing with someones money, whether that be a business or a person, things can become very nasty and ugly over money. No one wants this. This company is headed in the wrong direction. The customer service department is horrible. Not one person did what they said they would do for me, not one.

Business Response: ******,

As I stated today on this when we spoke the refund was going to happen this week. I apologize if took as long as did but the refund was done Friday through papal. You should receive you refund in about 4-5 business days back in your papal account. I apoloigze that a rep didn't follow up with you on this but since this item had been shipped we had to wait to have the item back in the vendors possession before we did anything. Again your refund should be happening in about  4-5 business days.




Regards,

***** ******

Customer Service
Supervisor

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I caught a fraudulent purchase on my debit card an hour after it was made and found out it was to this company. I called my bank to file a dispute on the charge....the charge was still pending because it had just been done so I call to get them to cancel the order....they assured me the order had been declined because it "seemed suspicious" and my card would not be charged....he would not give me any other information just rudely said call your bank....later I called to check on the order to see if it had been placed in my name....the address it was shipped to, etc. I called and said I'd like to check on status of an order gave her my name sure enough it had been placed in my name....she said it had not shipped out yet that it usually takes 7 to 10 days....I asked the address she had on file....she gave me an address which was not mine....I asked the phone number....it was mine.....I asked it any other names were on the order. She said "I know why you're calling....this order is fraudulent isn't it? We get this a lot. I'll cancel order and your card will not be charged." Second time I've been told card would not be charged. Second person aware purchase is fraudulent. A few days later it goes from pending on my account to a purchase. I call again to see why. I ask for a manager....the guy on the phone says " I don't have a manager" REALLY? Anyways he is extremely rude, says my order is shipped....why am I upset with them....because twice I was reassured my card would not be charged and twice I told them my card number had been stolen and there was no record of it and he said they can't cancel an order after it has shipped and it shipped 24 hours after it was ordered although I called an hour after it had been ordered and I called the next day and it had not shipped within 24 hours....they have no problem taking money they know is stolen....they process orders two and three times and the only way to send it back is to pay shipping yourself on these heavy items and their ridiculous restocking fees....bottom line they make their money dishonestly and are rude and lie to you and will not let you speak to a manager because supposedly "they don't have managers" LIE!!!!

Desired Settlement: Refund of the amount charged to my card knowing it was fraudulent, it was still shipped and charged $389.90

Business Response: Dee *** *****,


I have to ask have you contacted your credit card company on this? This was a fraudulent charge on your card and we do understand that. It is one of those things that if this happens you just get in contact with your credit company and its handled internally through them.  It looks like we informed you of this already and we hope you have taken the right steps to talk to your credit card company. At this point we are done with the situation and moving on. This something that happens and I do apologize this happened but something you need to talk to your credit card company about. You are 100% not liable on these purchases and this is handled by your card company. Since this was close to a month ago already I'm pretty confident this is already been taken care of.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company sold me a product that although I didn't want it when it came, I did in fact try to use it, however it never worked. I tried to follow their policy, and not only did the alleged manufacturer, "green manufacturing" neve call me back after I left a voicemail at ************, but when I told living direct they wanted me to wait around for them to call. It is an unfair and deceptive practice to make a customer call a voicemail serviced manufacturer, and then turn around and say, "oh wait longer and let us try to call." Further I consider their return policy unfair and deceptive because to return a defective item, one has to pay for freight shipping which is no less than $350 and most freight carries charge even more, or won't ship the product back if its defective. In addition to having to pay for freight shipping to return, this company wants you to pay a restock fee of 15%. If someone like myself paid $700 for an item, I would get no money back if I tried to return this defective product. Their policies and procedures are designed to leave the consumer with a defective product and wait for extended periods of time for service technicians, or pay so much to return the defective product that you never get your money. I have proof from an electrician that this product is defective and NEVER worked, I do not want to be stuck with a $700 piece of junk. Please help me and make this company come get their defective product and give me my money back. Ill be willin to pay 15% restock, because I feel it's a reasonable price to pay for me being dumb enough to have been scammed by this online company, but I refuse to allow this scammer to be able to scam me out of all my money. Again, please help!!!

Desired Settlement: Pay for return shipping of their defective product, charge me 15% restock fee and be done. I do have a letter from an electrician that substantiates that this product is defective. Thanks

Business Response: ******* *****,

At this point this item is going to be handled through Green Manufacture if there is an issue.  I called in your behalf and they will be reaching out to you.  Otherwise this is a Buyers Remorse return and you would be responsible to ship this item back. Due to your aggressive language any correspondence is going to have to happen through this channel.


Regards,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The circuit board failed on my TWR121SS wine cooler, purchased through compactappliance.com. The board makes a buzzing sound and the fan does not spin and none of the lights turn on. The item is only 2.5 years old. Because the item failed after the 1 year warranty period the business refused to cover the cost of replacing or repairing the item. This to me constitutes a breach of the implied warranty of merchantability because I reasonably expected that the product would function as advertised for a minimum of 5 to 10 years. As an example of this reasonable expectation, according to repairclinic.com, “The average life of a refrigerator is 14 to 17 years.” This to me is not an example of a “better business” deserving of an A+ rating.

Desired Settlement: Ideally I would like the unit replaced, but I would also accept a refund of no less than half of my original $139.40 purchase price. That would at least cover the disposal cost of the defective unit.

Business Response: Hello, 

I am in receipt of the notice sent.  We apologize if the unit purchased in 2011 is not longer operational.  Please note that all item sold on our site will carry a manufactures warranty that will expire in 1 year.  Our site will provide an option to purchase an extended warranty to secure the unit outside the manufactures warranty.   Unfortunately after reviewing our customers order the warranty was not purchased.  At this time the item purchased in 2011 will not have the option to receive service from the manufacture as well the option to receive a replacement or credit.  If our customer is interested in purchasing a new unit I will ask that they phone me directly so I may provide them a lower than website price.  Please understand that no product purchased will have a guaranteed life expectancy.   This is the reason we provide an option to purchase an extended warranty to ensure the product.   Again we apologize but we are unable to honor our customers request to receive a replacement unit at no cost nor provide credit.   

**** 
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a ***** 1.8 Cu. Ft. ventless combo washer dryer on March 9, 2014 fromLiving Direct's website. The web site said that returns can be made within 60 days. I recieved the item March 18, 2014. I attempted ti o use tthe machine on March 18, 2014 but found the dryer did not work at all. I contacted Living Direct and they said I could retrun it but that I had to follow their "process" of allowing ***** to attempt to fix the item. After many phone calls and ***** at first claiming that Living Direct sold me an "open box" item-which they disputed, ***** finally sent a repairman out form*** ***** **********. The technician discovered that my combo had a wire that was never properly connected at the factory. This led to the "mother board" shorting out. After many phone calls to Living Direct and ***** ***** finally authorized a replacment part to be sent to *** ***** *********. The part was replaced this past Tuesday (4/1/2014) and the dryer now turns on but there is absolutely no heat. This combo is defective and I want Living Direct to take it back. Living Direct told me I would have to pay shipping costs of "hundreds of dollars" plus over $100.00 "restocking fee". They sold me a defective product, I think they knew all along the ***** combo was defective. They have ridiculed me over the phone and are now telling me I "opted to have the machine repaired rather than returning it"- that is a lie, a blatant lie! I have discovered thet there are about 4 people in Livng Direct's office and no matter what option you choose when calling them you get the same people. I feel they have scammed me. I want my money back in full; $729.00!

Desired Settlement: I want them to take the machine back-free of charge (I will not pay for shipping when I was sent a defective machine) and I want a full refund of my $729.00.

Business Response: Hello,

 

Thank
you for taking the time to share this feedback with me.  I am sorry to
read the ***** unit is not currently functioning as designed.  I had *****
bring me up to speed on your account and learned that the ***** service
department has escalated this issue for a fast resolution to your
problem.  We should have a suitable solution for you early next
week.  I am the final point of contact for customer service related issues
at our company but have empowered ***** to handle these daily issues on my
behalf.  Having said that, please feel free to copy me on all
correspondence moving forward and I will continue to work directly with *****
and ***** to ensure a quick resolution.  For now, please retain all original
packaging as well as the shipping bolts for the drum in order to keep all
options open.  ***** will be back with you Monday or Tuesday of next week
after he hears back from our ***** service manager.  I certainly
understand the inconvenience and disappointment related to your purchase and
apologize for the less than favorable experience you have had with our company
thus far.  I am confident a suitable solution is close at hand early next
week once we hear back from our ***** account manager.

 

Respectfully,

***** ****

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My credit card was compromised on 4/2/2014 (and was promptly canceled), a purchase was made illegally on LivingDirect.com for $410.39 . I contacted them after talking to my bank, and was informed that a purchase was made using my card, but not by me. I was told that the order would be canceled and the charge would drop off, the item hadn't shipped yet. I passed all this information along to my bank, on 4/32014 they said the charge was canceled by LivingDirect and would drop off at the end of the day. On 4/42014, the charge had been taken from my bank account. I contacted LivingDirect again, they informed me I wasn't told anything about getting the charge dropped, and that they were concerned about their merchandise, not the fact that they were participating in criminal activity. The person I spoke with was rude and unhelpful, he made it very clear that (and this is quoting) "concerned with getting their merchandise back before anything else". He told me once the package was returned, then they would start dealing with the money they stole from me. So nobody canceled the order as I was told they would on 4/2/2014. They knew that this was an illegal transaction, lied about canceling it and refunding it, then took the funds anyway. By telling me (and by proxy, my bank) that they were canceling it, they avoided getting and affidavit from my financial institution, ensuring they had full access to my funds. This is a completely amoral and disgusting way to handle this situation. and I want it resolved immediately.

Desired Settlement: I want my money back immediately, and an apology for the handling of this situation.

Business Response: Mr. ***** ****,

I am sorry that your card comprised. I apologize for the situation. All efforts have done to get return the merchandise   At this point as with any fraud the merchandise being returned has not reflection of you getting your money back on the card. This is something you would need to speak with your credit card company or banking establishment and dispute the charge. If you do not want to communicate with your bank on this you can wait for the item to come back to us you can for this item to come back. I would strongly suggest that you contact your banking or credit card company on this as it sounds like your information has been compromised.  As for us this out of our hands at this point and this is more a situation between your credit card company or banking establishment.


 

 

Regards,

James Reilly

Customer Service Supervisor

1 800 297 6076
ex 3522

Living Direct

Consumer Response: Complaint: *******

I am rejecting this response because:

It has zero resolution, and they've taken no responsibility. 

Regards,

***** ****

Business Response: Thank you for your response on this. I do apologize you feel this way but you will be receiving your credit in the new future.


 

Regards,

***** ******

Customer Service Supervisor


   



 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July **, 2012, we purchased an ******** wine cooler from a registered distributor in the amount of $1400.00. At the time, we were in the process of building a house and needed to have the exact specs for the layout of our kitchen. We didn't want to chance the model being discontinued, so we purchased the unit in advance of our actual kitchen install of January 2013. The cooler was installed in January of 2013, 2 weeks before we moved in on January ****. By the first week of August of 2013, the cooler had stopped keeping temperature. It would not cool in either compartment of the 2 zone unit. We contacted ******** directly and they said that we were outside of our 1 year warranty because we had purchased in July of 2012. We were so frustrated when we called the local repair people and they said it would be approx. $500 to replace the compressor. At that point we let the matter sit. In December we tried again to contact ********, hoping they would help us. They were even more adamant and rude that they would not help. We also contacted the registered distributor that we purchased it from originally, however they no longer work with ******** because (quoting them directly) "they were so difficult to deal with from a warranty perspective". We have a $1400 dollar warm box that only worked for approximately 6 months once it was plugged in. We are at our wits end and hoping *** can help us. Please let me know if you can help us. Thanks so much! ********* ******

Desired Settlement: We like the unit, we just want it to work. The local repair person estimated a cost of approximately $485 to repair it to working condition. We would like ******** to honor the warranty and fix the appliance based on the amount of time that the unit was actually in service and stopped working (6 months). This can be paid in a refund or paid directly to the local repair company. Either is fine with us.

Business Response: Hello, 


I am in receipt of the notice sent.  As explained in our conversation yesterday the item purchased is outside of the manufactures warranty.  Unfortunately your request for the manufacture to be responsible for service is not available.  I was able to reach out to ******** and they informed me that the compressor is currently not available but should be back in stock within 2 months. I negotiated the price to $99 with free shipping.  The compressor is normally sold at $230 + shipping.  This will the best I was able to do.  If you are interested in the purchase of the compressor please reach out to the manufacture so they may set up the order with the special pricing.  I would like to introduce another option.  The item was purchased at $1199 and is currently being sold at $1499.   If you are interested I can offer the same unit for $1099 along with a free two year warranty.   Please advise me what would work best for you.  Again I apologize for the inconvenience and appreciate your understanding. 



**** ***** ************ *** ****
Customer Service Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered a HZ-789 - (1) ********* EnergySmart™ Electric Radiator, I was delivered an item that was completely different, that was also of considerable less value. I contacted customer service who sent me a label to send the wrong item back and resent the item. Upon receiving the next item it was also incorrect, it was the exact same wrong item. upon talking to the customer service rep he informed me that they now don't carry that item anymore. If they stopped carrying that item why are they continuing to send out wrong items of less value, especially when they do it multiple times. While talking to this individual he also said this has happened a few times today. In the same breathe he also attempted to up-sell me another item for 30 dollars more. I told him no unless they were going to pay the difference. Customer service rep would not take a complaint formally due to the fact that he was the complaint department.

Desired Settlement: I wish for the item to be replaced with equally the same item. This complaint should also be noted in their file due to them being BBB affiliated. There are some shady business practices here.

Business Response: Hello, 

I am in receipt of your notice sent.  I was informed that the issue was created due to a human error.  We have since corrected the problem.  If you are still interested in the item, HZ-789, we will have it available for shipment as early as mid March.  Please advise if you would like for us to set up a replacement order to ship mid March or if you would like to continue with the process to receive a full credit.  We apologize for the issue and appreciate your patience. 

**** 
###-###-####
Customer Service Manager

Consumer Response: Complaint: *******

I am rejecting this response because:

Your sales person twice has told me the wrong information.  Refund my Order immediately.


Regards,

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

Business Response: Hello, 

I have sent notice to our accounting department requesting a credit. Please allow 5-7 days to see this amount back on your Visa (****).   We apologize for the issue created. 

**** 
Customer Service Manager
###-###-####

Consumer Response: 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.   Their business practices are questionable and should be reviewed upon there re validation of using the BBB logo.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2014 Problems with Product/Service | Complaint Details Unavailable
2/24/2014 Problems with Product/Service
1/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered from *************.com; part of Living Direct; also Pardot LLC is listed on the contact forms. Item received June 13, 2013, stopped working November 28, 2013 Here's my story about a purchase from *************, and I think something needs to be done about changing the policies to make much clearer to the average person purchasing from them. I am also requesting, because of their wording about warranty coverage, ************* share the repair costs. The item was a wine storage refrigerator, ***** ***********, order ********. Delivered on June 13, 2013, stopped working November 28, 2013. To get repair options and warranty details, I contacted *************.com using their website form, and got this response (note Living Direct is also *************, apparently): On Nov 29, 2013, at 9:51 AM, Compact Appliance wrote: Thank you for getting in touch with us but your item doesn't have a warranty. My best suggestion would have someone locally take a look at the unit and depending on the part that you need, you may be able to contact ***** to purchase that specific part. Sorry about this Thank you for contacting us at Living Direct please feel free to contact us via chat, email or phone us at your convenience. ***** [full name removed] Sales Representative Email: [removed, in complaint file] Work: [removed] I did contact *****, and was told that any warranty service would be through ************* / Living Direct. *************.com may have no warranties on the ***** brand, but it is not stated on the main page. In fact, it says on the main page - where a ***** product is featured - it says "Please note that all '**** **** units include the original manufacturer's warranty..." Note emphasis on "ALL" - which means "everything". see http://www.******.com/******/********/***********/in/set****************** On the product page it also says these contradictory sentences: "Please note that all '**** **** units include the original manufacturer's warranty...";? It then says confusingly: "The original manufacturer's warranty is not applicable for the ***** Brand." ? see http://www.******.com/******/********/***********/in/set****************** I did not note this at the time of the order, and I cannot guarantee it was there at the time of the order. I would also state that some warranty IS implied, as all it says is "The ORIGINAL MANUFACTURER'S warranty is not applicable for the ***** Brand." *************.com has NO warranties on the ***** brand, but it is not stated on the order confirmation. see http://www.******.com/******/*******************/in/set******************

Desired Settlement: 1) ************* needs to say that *****, the manufacturer, does not provide warranty service for items sold by *************. 2) ************* needs to prominently say on the main page: "The original manufacturer's warranty is not applicable for the ***** Brand." ? 3) ************* needs to remove contradictory/confusing statements on ***** product pages that say "Please note that all '**** **** units include the original manufacturer's warranty...";?and "The original manufacturer's warranty is not applicable for the ***** Brand." ?I mean, "all" means "all" not "some", "most" or "many" 4) ************* needs to state on the order confirmation "The original manufacturer's warranty is not applicable for the ***** Brand." 5) As SOME warranty was implied i.e. "The original manufacturer's warranty is not applicable for the ***** Brand." I believe ************* should cover some of the warranty. I am taking the unit to an authorized ***** repair center today. I would be happy if 50% of the repair costs were covered by *************, less the $60 diagnostic fee.

Business Response: Hello, 

I am in receipt of the information sent. The information provided will show our organization did inform our customer the item would not carry a warranty on the product page. I understand that our customer is providing us our return policy on our general section as well on the confirmation email but we feel that having the information on the product page is sufficient.   We apologize if this information was over looked when the item was purchased.   At this time I would like to offer a possible solution to our customers concerns.  Living Direct is willing to provide a $150 credit back to our customers credit card so he may locate a service center in his area and attempt to repair the item.   This will be our best offer as we did provide information to say the item would not carry warranty.  I will stand by for our customers response.    Thank you for your time. 

**** 
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a fireplace/heater on 12/3/13 and wanted it in time for Christmas. I was understanding when it was backordered and would not be delivered in time because those types of things happen. I received an email that my order would ship on 12/31/13 but when I check the website for the status on 1/3/14 my order was still backordered and had not shipped. I called and was told by the representative, *******, that it appeared on his computer that it was shipped on 12/20/13. He then corrected himself but sounded very confused. He put me on hold to talk with someone else and then began to tell me about their process of buying these items from the manufacturer and the problems they were having. He tried to talk to another department but they were not answering. When he began explaining again, I told him that I was not interested in an explanation, that it had been 30 days and I wanted the order taken care of. He became rude with me and stated that since I "did not care" about an explanation he would just have to tell me to "wait". I was completely taken aback by his attitude with me!! I really did not care about why my order was still not here, I just wanted to know that he was going to take care of it. I had to ask him when he would be getting back with me on this and he responded this afternoon. I hope I hear from him.

Desired Settlement: refund of my shipping costs and delivery of my shipment!

Business Response: Hello, 

We apologize for the issue created and the experience you had with one of our agents.  I have reviewed your case and found that the item purchased will not ship till the 20th.   The item has not yet arrived to our location to fill your order.  Please advise if you would like to wait till the 20th or if you would like for us to cancel your order so you may attempt to locate it at a different location.  I will stand by for your response.  Again we apologize for the issue created and appreciate your patience.   

**** 
###-###-####

Consumer Response: Complaint: *******

I am rejecting this response because: This is the exact problem with this company.  I actually received my order yesterday and they do not even have that in their system.  They have that it won't ship until the 20th yet it was on my porch yesterday.  The company says one thing and then does another.  I'm glad I got the merchandise and it was in good order but I will never order from them again and have told others not to also. 

Regards,

****** *****

Business Response: Hello, 

Thank you for the update.  I have confirmed that the orders has in fact shipped.  It would seem the date the supplier provided was not correct.  Again we apologize for the issue created and appreciate your patience. 

**** *. 
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an appliance on the company's web-site on Saturday, December 14, 2013 and called and spoke with ***** to cancel the order on Monday, December 16 (the item is not energy star certified). ***** said the order was cancelled. On December 18 I received an email that said my order had shipped and on December 19 my card was charged 1394.99. I promptly responded to the email on the 18th and requested confirmation that the order had been cancelled and then sent another email again on the 20th. I have placed several telephone calls and sent several emails requesting status of a reverse of the charges on my card as I cancelled the order and was never in possession of the item. James sent me an email saying once they receive the item back they will process my "refund". It's not a "refund" since I didn't receive the item and I canceled the order. My card should have never been charged.

Desired Settlement: I would like the charge of 1394.99 reversed to my card immediately - Why should they hold onto my money when I never received anything from them and it was their fault the item was shipped after I canceled the order?

Business Response: Hello, 

I am in receipt of the notice sent.  Please be advised that a credit in the amount of $1395.99 was issued back to our customers account on the 15th of January.  I will ask that our customer confirm credit with their financial institution.  We apologize for the issue created and appreciate our customers patience. 
****  ###-###-####

Consumer Response: 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,

******** ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2014 Delivery Issues | Complaint Details Unavailable
1/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The company in question is advertising the products will be shipped next business day and giving estimated shipping dates the day after. After contacting to question where my product was they then switch their response to it shipped with USPS and that it will be at least 5-7 business days. When I questioned why they would give dates that are nothing compared to that, they try and claim that they aren't required to give an actual delivery date. When I stated this was unacceptable and that they are essentially providing a false advertisement in regards to the product in order to obtain my purchase, he tried giving me the run around with the definition of shipped and delivered like I'm a 6 year old child. Terrible customer service, first two online chat representatives replied once and then waited for multiple minutes for no response. After requesting that the product be returned per the unacceptable delivery times, they insisted I pay them a restocking fee. This is unacceptable and this type of behavior should not be rewarded.

Desired Settlement: They should provide more accurate details in regards to the shipping information, and not give dates that are a tenth of what it actually will be, just to obtain business from customers under false pretenses.

Business Response: Hello, 

I am in receipt of the complaint sent.  We apologize for the issue created. The item purchased was scheduled to ship via FedEx but instead found its way with USPS.  This was an created by our warehouse team.  If you need assistance with install or would like to return the item then please communicate with me directly.  Again we apologize for the issue created and appreciate your business. 

**** 
************** ext ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After making a purchase from Compact Appliance in September of 2013 I have received endless e-mail advertisements , sometimes 4-5 a day. I have used the unsubscribe option attached to the e-mails over 15 times and e-mailed them directly in a attempt to stop these e-mails. I have returned their e-mails to them marked as spam but still receive these e-mails today. I have informed them I will never purchase from them again because of their business practice but it hasn't stopped them.

Desired Settlement: Never hear from them again, ever.

Business Response: Newsletter Unsubscribe

We are sorry you no longer wish to receive our newsletter. Your email address will be removed as quickly as possible. Please allow up to 30 days for all changes to take effect.

*******-
********

Consumer Response: Complaint: *******

I am rejecting this response because:

30 Days to stop receiving unsolicited advertisements in my personal e-mail is a joke.
It has already been months since I used their unsubscribe process many many times with no results.
They need to end it now and fix their unacceptable business practices.

Regards,

**** *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

12/26/2013 Delivery Issues
12/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the ******** Dehumidifier on October 9, 2012. The original shipment was lost, but I did receive the machine on 10/13/2012 (this will become important information). My dehumidifier stopped working properly about October 20, 2013, and I called ******** (Living Direct) to discuss having it repaired. The original customer service rep, **** *****, continued to mention what a large favor their company was doing me by trying to reach a resolution when my "warranty had ended on 10/9." I did tell him that was when the product was ordered and not received, to which he corrected me, telling me that the warranty begins on the order date. At any rate, Mr. ***** told me that because the machine was not functioning properly, and it was so close to the year warranty date, that they would repair it if I would pay the shipping charges to return it, which I did. The shipping cost me $75.13 + time and effort getting it to UPS. The issue is that it just switched over to the defrost mode and would continue to run in that capacity without going back to the dehumidifier state. It was also leaking. I received the return package yesterday, 11/7/2013, and plugged it in. It initially ran fine. I continued to check on it periodically, and noticed that it was again running continually on the defrost mode without switching over to dehumidifier. I shut it off last night, and started it up this morning to see what would happen. It was still in defrost mode. It also is not drawing any water into the tank. I sent an e-mail last night to the Mr. ***** stating what the problem was, and that I wanted the machine picked up at my house at their company's expense and repaired. I received a call from an ******* this afternoon who justified their work, stating that the machine was working fine in their warehouse, I was pressing too many buttons, turning it off/on too often, the temperature was not optimal for it to run appropriately (temp is 68 - 72 degrees), and again that they had done me a huge favor. He told me that it was fixed, which it clearly is not, and that I basically did not know how to operate it. He said that I could have it repaired locally. I am already out the original cost of the machine $186 + $75 for shipping to a non-existent repair facility. I am not going to spend any more money on this company or their product. They need to make good on what they agreed to do, and stand behind their merchandise.

Desired Settlement: I was willing to have the dehumidifier repaired and returned to me as originally agreed. I do not trust that they will do that at this point. I have already sent it in to them once for repair, and received the same problem back again. Either the machine is not repairable, and they know it, and went ahead and sent me the defective machine again, or they simply didn't repair it. I don't know. If it is not repairable, then I would like to have it replaced. I also think I should be refunded my shipping costs, as that's completely ludicrous to have paid that expense for nothing.

Business Response: Hello, 

I apologize for the complications you are having with the item purchased on our site.   I phoned ******** to receive an update on your case and found they are in the process of picking up the defective unit.  Their records indicate they will assist with service under their contract.  Please continue to work with ******** to have the item purchased serviced under their warranty program.  If you need to reach me directly please do so at the number located below. 

**** 
1-800-297-6076 ext ****

Consumer Response: Complaint: *******

I am rejecting this response because:  I have been in contact with ***** ****, Director of Customer Relations and Corporate Sales for Living Direct, regarding my findings on the operation of the dehumidifier.  He did send a shipping label for me to return the unit, which I've done, but he has also told me that the system has been reported as operating perfectly when techs addressed the issues in the warehouse.  He reiterated that the problem with system seemed to be environmental.  Mr. **** offered me the option of another look at repair or spending an additional $100 for another dehumidifier with a two-year warranty because he felt we would be going down the same path once my machine was returned from "repair service."   I then documented what it was doing in the basement as well as upstairs in the main part of the house, and reported back to Mr. **** that the dehumidifier ran the same in each environment (not operational).  I am now waiting for word from Mr. **** on their findings.  They should receive the return today or tomorrow. 

Regards,

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

Business Response: Hello, 

Thank you for the update.  I will also stand by for Mr. **** to reach out to you.  Thank you for your patience. 


**** 

Consumer Response: Complaint: *******

I am rejecting this response because: 

I would like to add a follow-up to the complaint I'd registered with the Austin BBB regarding my dealings with Living Direct.  I have received a new ******** 50 pint dehumidifier at no additional charge and it seems to be working just fine (I've had it for four days).  If there is a more formal way to indicate this, I will be happy to do so, and close the complaint out.  Thank you very much for your assistance. 

Sincerely,

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


Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered and promised delivery on 12/6/13 per the web site. Never delivered. Sent email. Response was it you be one day later. Now 2 days and no delivery. complained to company and response was delivery would be within one day. company has billed my credit card without ever delivering the product

Desired Settlement: They should deliver product asap and give a discount

Business Response: Hello, 

I am in receipt of the notice sent.  I reviewed your case and see that the item purchased was shipped the following day and is currently on hold with the shipper at your local hub per your request.  Please be advised our site will not guarantee a delivery date but instead will give our customer a good idea as to when a unit may arrive.  We apologize if this information was not clear to you when the item was purchased.  At this time I will ask that either the be retrieved at the location held per your request or we can return the unit back to our location for a full credit.   If you need further assistance you may reach out to me at ###-###-####.  

**** *
###-###-####.  

Consumer Response: 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,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a wine cooler on October 23rd, giving plenty of time to receive the unit to install in the blank hole in our remodeled kitchen cabinets for this appliance in time for Thanksgiving. It arrived damaged and I called the next morning, Nov 5 and arranged for a Return Authorization and call from the shipper to arrange for pick-u-, supposedly within 2-3 days. Now, three weeks later and over a dozen calls and emails, the boxed-up product is still in my garage and no next step in sight. The company would not send a replacement unit, nor refund, until the product is picked up. Of course the wine cooler to complete our kitchen will not be here by Thanksgiving, and I am not sure when this will be resolvemp

Desired Settlement: The damaged product should be collected. A proper, working product should be delivered. At this point, honestly I am not sure I trust the company to complete this and am asking first for a refund.

Business Response: Hello, 

I apologize for the the issue with the unit received as well our delay with the pickup. I confirmed with our warehouse manager that the item was picked up and returned.  I have asked that your RA be processed immediately.  Please allow 24/48 hours to see a full credit back into your credit card.  Again we apologize forthe issue created and appreciate your patience. 

**** *****
1-800 ********

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attempted to purchase a product from the website. The website took all of peronal and credit card information, then declined my card. I tried again thinking that it was a card inputting error. All in all, I attempted this 5 times. I attempted to call the 1-888 customer service number however, it does not work from Canada. I called ** **** to inquire about my card and they told me that was card was fine. They also told me that Living Direct charged my credit card 5 times, even though the site told me that my card was declined. The funds were currently in pending status on hold on my card. Together with a ** **** representative, we called Living Direct Customer Service and requested that they provide us with the approval code from ******** ******** to remove the holding of funds from my credit card. Living Direct told us that they did not have the approval codes, and when told to get them from their ******** ********, they refused. They told us that if the funds were not approved, the funds would be dropped from my account within 3 to 4 business days. They had close to $5000 on hold on my VISA. My preference was not to wait 3 to 4 business days to release my funds. My concern was, if for some reason the orders were approved, I would be charged over $5000. I also did not want these funds on HOLD when the site told me I was declined. They refused to co-operate with myself or with the ** **** representative. After speaking to 3 different customer services representatives, I asked to speak to a technical represenative and even to the owner of the company but was refused. The manager ******* ****** told me that the owner does not talk to people, and there was nothing I could do but wait. He told me that this was all my error, not a company error, or an error on his online ordering site. The online site should check that all of the information is approved PRIOR to attempting to remove the funds. The error message should not say that a card is declined when they are clearly processing it and holding funds.

Desired Settlement: Fix the online site so that the correct error is displayed. The error should have stated US Billing address needed. The site should NOT process credit cards until all the other information is approved. When an error like this occurs, customer service should be able to obtain the approval codes from their ******** ******** in order to release my funds. I have wasted numerous long distance calls and time trying to settle this.

Business Response: Hello, 

We apologize for the issue created. Unfortunately our system will not allow credit cards outside of the US to be utilized online. The information provided to you by the agent will be accurate.  Although our system declined your card you where authorized that amount. Please be advised that the authorization is not a true charge. Your bank or credit card company will remove the authorization.  The time in which they will remove the authorization will be decided by that organization.  Again we apologize for the issue and ask that you continue to work with your bank or credit card company to locate a date when the authorization will be removed. 

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

Consumer Response: Complaint: *******

I am rejecting this response because:

The issue is not with your system rejecting a non US card. The issue is that your site, through your ******** *******s has my funds on HOLD even though you rejected the order. Your website needs to be changed so that if there is a rejection, no funds are taken. The last step, once everything is approved, is for the funds to be drawn.

No where on your site does it specify that my funds are being placed on HOLD even though you rejected my order.

I do have a US card, and thought it was a US billing address that was needed. I worked with my bank to correct all of this, not realizing that the site was charging my account EVERY time I attempted to order. I attempted 5 times; close to $5000 is on HOLD.

Yes, I understand that the funds will eventually be returned however, this shouldn't have happened in the first place on a rejected status. 

Regards,

**** ******

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased a fridge/freezer from Living Direct when it was delivered to me by ***** it had been dented on the top lid and 3 side panels. I contacted ***** and shortly thereafter filed a claim for damage to our unit. I also contacted Living Direct and informed that the unit had arrived damaged. Living Direct offered to send me another unit but only if I paid them 645 dollars in advance which they would refund when I sent the damaged unit back. The unit was working and I could not afford to pay them 645.00. I told them that the unit was working and although damaged it was serviceable and that I had already filed a claim for damages against ***** they credited my account for $ 100.00 and said I should proceed with my claim. ***** contacted me and said in the letter that I needed to request that Living Direct forward the a waiver relinquishing their right to pursue a claim. ***** said the waiver was a standard business practice and should be no problem for them to send. I contacted Living Direct and they refused to send the waiver. I have spoken to them on several occasions with the result being downright rudeness and abusiveness from one **** ***** and a fella that said his name was ****. High praise for an individual named ***** that I talked to that although he could not help me because **** ***** is his superior he was respectful and business like. In an email from **** ***** he stated that if he let me have the waiver it would reflect poorly on their shipping numbers he has refused to provide it. I attempted to speak to **** and ****s superiors and they refused to allow it saying they were completely in control and had no one the general public could appeal to. They both had an attitude that they did not care if a complaint was filed. They actually seemed to encourage it. I cannot believe that there are people in this very competitive business world carry on in such a fashion. ***** damaged our fridge/freezer and is willing to take care of the damage we just need the Living Direct folks to do the right thing.

Desired Settlement: Living Direct provide a waiver to ***** so that I may proceed with my claim for damage for the damage ***** did to my freezer.

Business Response: My name is ***** **** and I am the ******** of ********
********* for Living Direct, Inc.   I am
also the manager in charge of the agents the customer mentions in his complaint
which is why I have chosen to respond to this particular case.

 

I am sorry to read the customer received a damaged product.   As an online retailer that ships everything we
sell, we are constantly striving to pack our shipments as best we can to avoid
damage whenever possible.  When shipping
damage does occur, we have policies in place to protect our customers and
minimize the pain of returning a damaged item. 
In Mr. ******’s case, we were required to seek solutions outside of our
normal procedures as he had already disposed of the packaging related to his
purchase.  When he references the option
to purchase another unit for $645, that is simply because he no longer had the
packaging available to return the initial damaged unit for an exchange or
refund.   Original packaging is a key component in any
type of return with our company as a shipping carrier will always be involved
and proper packaging is required for transit. 
Since Mr. ****** disposed of his packaging, we were required to pursue other
options which is what led us to the two offers we provided to him.   First
offer – purchase a second unit so you may utilize its packaging to return the first
damaged unit for a full refund.  Second
offer – if the damage is strictly cosmetic, we will refund him $100 so he may
keep the working unit at a reduced cost. 
Mr. ****** chose the second option and was refunded $100.  It is important to reiterate that these
additional options were only necessitated by the lack of original packaging on
Mr. ******’s part.

 

Mr. ****** is correct in stating that only the party that initiated
and paid for the original shipment may file a damage claim.  He will not be able to file a claim as the receiving
party.  The main reason we did not offer to
waive our rights over to the customer so he could attempt to file a damage
claim with ***** is because we were 100% certain he would not be successful and
the process would simply aggravate the situation further.   The reason we were 100% certain that Mr.
****** would not be successful with a damage claim is that he no longer
possessed original packaging.  
Without  every piece of original packaging
(retail box, over box, foam corners, etc..) available for review, ***** will instantly
deny a damage claim.  I apologize if the
agents that interacted with this customer did not fully explain this fact as it
most likely would have ended this question and avoided this complaint.   I realize this was a frustrating experience
for Mr. ****** and I apologize for the inconvenience that was created by the
damaged product.  I am glad to read the
damage was strictly cosmetic and that the unit is functioning as designed.   In the future, I would advise Mr. ****** to
retain all original packaging related to any internet related purchase he makes
 until he is completely confident his purchase
functions as designed and is free of damage. 
  

At this juncture, and for the reasons just provided, Living
Direct considers this matter closed.   Should
Mr. ****** have any further questions or concerns he may email me directly: *****@LivingDirect.com

Consumer Response: Complaint: *******

I am rejecting this response because: I must have hit the wrong button and sent my refusal to accept Living Directs answer to who knows where. Thank you for your attention to my claim number *******. The response by Living Direct is not the truth in this matter.  The package was delivered to the fire department where I work as I examined the box and opened the package. We all noticed the box was damaged on all sides including the top. I called ***** right away and was advised that they would be Emailing claim forms and would start a damage claim on this freezer. I informed the ***** rep that I had no where to store the box as it was quite large. He informed me to take pictures forward them with my claim and to make sure and get pictures of the shipping label. This started my claim with ***** and they are standing by to proceed with my claim. Living direct employees were advised of this when I called them to complain about the unit being damaged. Living Direct expressed regrets that the unit arrived in a damaged condition said that they just send them out and have nothing to do with the how ***** handles the item. However they did offer me a box for box exchange or 100 dollars off my purchase price I informed them that I did not have $ 645.00 and I had made this purchase on credit that and the unit was working although badly dented accepted the $100s off my purchase price that Living Direct credited to my account if it would not mess up my ***** claim. The company said it would not cause any issues with my claim and I should proceed with the claim. Mr **** says he is concerned that the waiver would not help me only cause further problems. The truth of the matter was sent to me by  Mr **** ***** who is a manager that spoke to me in a rude and  abusive manner on at least two occasions on the phone and then in an e mail stated "I contacted our warehouse manager he has informed me that we will not have an option to sign over any waivers. It is our account and any monies will need to be directed to us . We will not sign a waiver. Ultimately it impacts our future rates for claims filed etc..." This email was dated 9 11 13 and is an exact quote. Not at all what Living Direct responded in their answer. Are they saying they are going to collect money on my damaged property? I received a letter dated 09 04 13 from claims rep for ********** **** he instructs me to ask for a waiver from Living Direct so that they may proceed with my claim. ***** has advised my that this is a standard business practice a should be no problem to get.This does not ring true with respect to Mr ****s response saying that I would not win a claim with *****. Remember I have been in contact with ***** from day one and sent to them by registered mail pictures of the box and shipping labels as per ***** claims representatives request. On 9 26 13 I spoke to ***** and informed them Living Direct would not give me a waiver asked them if they could help in any way. The ***** rep stated that they could not make Living Direct do anything to help. The ***** rep also said that Living Direct should have been representing me in this case from the start. She also said again she did not see why the would not forward the waiver it is not a big deal and is a standard practice.In my opinion Living Direct is being deceptive towards the BBB and myself. Thank you again for your attention to this matter.  

Regards,

***** ******

Business Response: The ***** agents Mr. ****** is speaking with regarding the
damage waiver form are not the same agents that will ultimately make the claim
payout decision.  ***** will deny this
claim regardless of which party files it without packaging.  In addition,  any time we file a damage claim with *****
their procedure calls for pickup of the unit for inspection.  Mr. ****** will be required to give them the
unit as our ***** account manager is advising us the previously submitted
photos will not suffice.   Another vital
point the customer needs to consider is that, as the original shipper of the
product, Living Direct did not pay for any additional shipping damage insurance.  Because we did not pay for additional
insurance, the maximum payout any party can receive on a damage claim will max
out at the standard $100.00.  This is
already the dollar amount we have credited back to him for this very
reason.  Mr. ****** has no way of knowing
what our insurance contract is with ***** so this will be new information for
him.

 

In conclusion, we offered Mr. ****** a very specific deal
related to the damaged unit.  Either
repack the unit on his own for an exchange or refund since he discarded the original
packaging, purchase a second unit for its packaging or retain the damaged unit
and receive a $100 credit.  At no time
did any agreement we made with this customer include us signing a damage claim
waiver with *****.  Mr. ****** made his
decision and we honored his choice.   It would appear that Mr. ****** is no longer
happy with the choice he made.  If that
is the case, he may repack the unit to match the original boxing that he
discarded and we will arrange for a pickup and full refund once the item is received
back into our warehouse.  We have already
paid Mr. ****** the maximum amount either party could have obtained from *****
had a damaged claim been filed originally and consider this matter
resolved. 





Consumer Response: Complaint: *******

I am rejecting this response because:I have previously had trouble with forwarding my reject response please let me know if you received my most recent reply. I click on proceed and it goes to a BBB sign in page. I do have a reply if it is lost i will redo it. You can call me at ********** or E mail. Thanks in advance for following up with me.

Regards,

***** ******

Consumer Response: Complaint: *******

I am rejecting this response because:must have hit the wrong button and sent my refusal to accept Living Directs answer to who knows where. Thank you for your attention to my claim number *******. The response by Living Direct is not the truth in this matter.  The package was delivered to the fire department where I work as I examined the box and opened the package. We all noticed the box was damaged on all sides including the top. I called ***** right away and was advised that they would be Emailing claim forms and would start a damage claim on this freezer. I informed the ***** rep that I had no where to store the box as it was quite large. He informed me to take pictures forward them with my claim and to make sure and get pictures of the shipping label. This started my claim with ***** and they are standing by to proceed with my claim. Living direct employees were advised of this when I called them to complain about the unit being damaged. Living Direct expressed regrets that the unit arrived in a damaged condition said that they just send them out and have nothing to do with the how ***** handles the item. However they did offer me a box for box exchange or 100 dollars off my purchase price I informed them that I did not have $ 645.00 and I had made this purchase on credit that and the unit was working although badly dented accepted the $100s off my purchase price that Living Direct credited to my account if it would not mess up my ***** claim. The company said it would not cause any issues with my claim and I should proceed with the claim. Mr **** says he is concerned that the waiver would not help me only cause further problems. The truth of the matter was sent to me by  Mr **** ***** who is a manager that spoke to me in a rude and  abusive manner on at least two occasions on the phone and then in an e mail stated "I contacted our warehouse manager he has informed me that we will not have an option to sign over any waivers. It is our account and any monies will need to be directed to us . We will not sign a waiver. Ultimately it impacts our future rates for claims filed etc..." This email was dated 9 11 13 and is an exact quote. Not at all what Living Direct responded in their answer. Are they saying they are going to collect money on my damaged property? I received a letter dated 09 04 13 from claims rep for ********** **** he instructs me to ask for a waiver from Living Direct so that they may proceed with my claim. ***** has advised my that this is a standard business practice a should be no problem to get.This does not ring true with respect to Mr ****s response saying that I would not win a claim with *****. Remember I have been in contact with ***** from day one and sent to them by registered mail pictures of the box and shipping labels as per ***** claims representatives request. On 9 26 13 I spoke to ***** and informed them Living Direct would not give me a waiver asked them if they could help in any way. The ***** rep stated that they could not make Living Direct do anything to help. The ***** rep also said that Living Direct should have been representing me in this case from the start. She also said again she did not see why the would not forward the waiver it is not a big deal and is a standard practice.In my opinion Living Direct is being deceptive towards the BBB and myself. Thank you again for your attention to this matter.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    
Thank you,                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     

Regards,

***** ******

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

11/8/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/**/2013, I called and talked with a representative and placed an order for an ******** ** *** ******* **** ******** ****** (order #********) for $179.00. I was told that the cooler was in fact in stock and would be shipped out on the same day. I needed the cooler by the end of the month, and the representative stated it would be delivered in time. Today, I checked the status of my order only to find out that the cooler is on backorder and would not be shipped out until November **, 2013. I called and talked with a different representative only to tell me he could sell me either a dented/scratched device for a cheaper price, OR only give me a $20 discount on an upgraded cooler, the ***** *** *********** ******, for $199. I stated I would like the upgraded unit (***** *** **** ******) sold to me for the very same price of the extreme cool temp cooler for $179 for my inconvenience. The upgraded cooler is availalbe for delivery today. I was told that he could not do that. This is my first time ordering merchandise with this company and I'm very dissatisfied! I appreciate all your help in this matter.

Desired Settlement: I stated I would like the upgraded unit (***** *** **** ******) sold to me for the very same price of the extreme cool temp cooler for $179 for my inconvenience, or receive a deeper discount for the cooler that I originally purchased for $179 that won't be delivered now until the latter part of November.

Business Response: Hello, 

Thank you for the notice sent.   Please be advised the item purchased is scheduled to ship out as early as tonight.  Please allow our system to forward you a tracking number later this evening.   We apologize for the delay and appreciate you patience. 

Item scheduled to ship this evening: *******

If you have any further questions or concerns please reach out to me at your convenience. 

**** 
Customer Service 
************* *** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/30/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We are attempting to have our refrigerator repaired or replaced because it is not maintaining temperature and it makes a very loud buzzing noise. I spoke to ******* ****** at Edgestar on October 8th and he informed me that I am responsible to have the product shipped back to your company because you do not have any field technicians to make standard warranty repairs. ******l was rude and short with me over the phone when I told him we could not afford to have the product packaged. He told me that packaging is my responsibility. I asked to speak to a manager and I was told “no”. I have found information on RipoffReport.com that says he has done this to other women as well. This product is defective. I would like to return my product or have it repaired at no cost to me.

Desired Settlement: The products used to repair or replace must be new, just how I purchased the product

Business Response: Hello, 



Thank you for contacting us.  I have reviewed
your case and found the manufacture, Edgestar,  has provided you options
to have the unit repaired.  Please be advised Living Direct will not have
control over our suppliers/manufactures service procedures.  
options provided to you by Edgestar. 


Below options have been provided to you by the Edgestar group. 

"Option 1: Locate suitable packaging locally
(at your expense) and have the unit repacked in the same
manner it was initially received so we may
arrange for our carrier to pick it up and bring it back to our repair facility free of charge under the terms of the
Edgestar warranty.  Once the unit is received back it
will either be repaired or replaced in a
timely manner and shipped back to the customer at no charge per our warranty terms. 

Option 2: Purchase a brand new unit and utilize
its packaging once it has been received
to repack the first unit.  Once the first unit is repacked, we will arrange to have it picked up and brought back to our
facility at which point a full refund
will be issued back to the customer's credit card.  For a short period of time, the customer will own two
separate units but they will receive a full
refund for the first unit once it has been received back in the second unit's packaging.  This is also the fastest way
to receive a

new and working unit."

The information received by Edgestar will show
that they are willing to work with you to remedy the issue.  I will ask
that you continue to work with the manufacture for a solution.  Below is
my information if you would like to communicate with me. 

****

Customer Service Manager

1-800-297-6076 Ext. ****

Consumer Response: Complaint: *******

I am rejecting this response because: This product is under the 1 year warranty and the limited warranty does not state that I will be responsible for packaging. If they ship me proper packaging, I am willing to send the unit. I would also be willing to proceed with option 2 as long as they are willing to waive all shipping fees. Furthermore, Living Direct lists the same CEO as Edgestar and the physical business address is the same. Linkedin also shows they are the same company.

Regards,

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

Business Response: Hello, 

I am in receipt of your response.   At this time we will ask that you choose one of the two options provided so that we may move forward with a solution.  Living Direct will not have any alternatives outside what has been offered.   Please continue to work with Edgestar to resolve the issue. 

**** 
1-800-297-6076 ext ****

Consumer Response: Complaint: *******

I am rejecting this response because:

From: ******* *** *** ****** [mailto:************@gmail.com]


Sent: Tuesday, October 29, 2013 4:13 PM

To: info; info

Subject: Re: BBB - You have a New Message from BBB Regarding Complaint  *******

 

I do not agree this complaint to be resolved. How do I
repoen my claim?

 
Regards,

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

10/24/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On February of 2012, I purchased a Washer/Dryer combo from ******* *********. This machine is only one but has both functions...to wash and dry. I noticed that the dryer really did not work, but i was told by other people who had it that the dryer function was weak. I was ok with that; however, in March of 2013, i called to get the Washer / Dryer combo serviced because the dryer was not working at all. I was told that my warranty was not registered online, and that i would receive a call back from the company indicating what i would need to have done in order to get service on my product. In the intermission of wating..i relocated to my current place of residency in *******, **. I have been calling this company for the past month or so asking to please come service this machine as it does not work at all at this point. I was told to register my warranty online @ **********************, but when i tried...the membership number did not match any of the listed products to be repaired. It was then that i called ******* ********* again to ask why this was so...I was informed that i was sold the wrong warranty. The warranty sold to me was only to service the dryer; however, this is an impossibility as i have one machine with two (2) functions. You cannot service one without the other. Ms. ****** at ******* ********* said that she was not sure this matter would be rectified...that they would probably reimburse me for the warranty i paid for and that would be it. Then i spoke to Gentleman named *******, who said he would try getting this matter corrected and give me a call but weeks have now passed. I call with consistancy to check on any status change or update regarding this matter, but i often run into a gentleman named *****, and he is very rude and transfers me as i am still speaking. Very little manners! I am tired of not being able to use my machine and having to spend money doing my laundry outside when i paid for a warranty. They sold me the wrong warranty and do not want to fix it or issue the correct one. ******* continues to tell me that he emailed the warranty company but has not heard from them. I feel like they are a bit hostile toward me because of how often i call the company. I need help.

Desired Settlement: I am looking to get a replacement combo. If that is not possible, then i would like a full cash refund for the entire merchandise and warranty.

Business Response: Hello, 


We apologize for the confusion.  I have reviewed your case and found you spoke to ******* at our organization on yesterday.   His records show that we have resolved the issue with a new member number.   Below is what I have recorded. 


New Member #:  ***************         


Please phone the warranty company at ************** so they may assist you with the registration and to receive service under their contract.   Again we apologize for the issue created and appreciate your patience.   


**** 
Customer Service Manager
************** *** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Problems with Product/Service
9/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a kegerator as a present for my boyfriend. When we opened the unit and turned it on, on August 16, 2013 it had a bad compressor. I was very frustrated as I spent almost $600.00 on a gift that arrived damaged. The customer service rep ******* whom I spoke with was not very understanding to my problem. I had a keg ordered and over 20 people coming over the following day for a surprise 50th birthday party. I asked 3 times to speak with a supervisor and was refused all 3 times. He advised me that I needed to set up the return for only the refrigerator part of the return as quickly as possible or it would delay it even longer. I told him at that point what is to say the remainder (keg part) of the purchase was defective since it arrived damaged. Now the tower part of the keg was shipped without the internal factory installed O-ring is not there and beer is leaking out of the tower. At the end of out conversation he connected me to a supervisor's mailbox and was assured one would call back within 48 hours. Almost 2 weeks later and still no phone call.

Desired Settlement: I would like a supervisor to return my call so a replacement of the defective merchandise can be arranged.

Business Response: Hello, 

I will be reaching out to the customer this evening.  Our objective is to try and remedy the issue by either sending the needed parts to complete the order or return for a replacement/credit.   

**** 
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a portable dishwasher. It was delivered and left on the top step into my house. I tried to get it in with no luck. Because of physical disabilities of the spine, I am not able to lift anything over 10 pounds. I couldn't get the box in the house . Screen door opens outward. Box too big and heavy. I requested a return to company. They told me I should have read that it weighed 58 pounds. I didn't read that because I assume with it being countertop like in the picture, I love what I saw and could use. I can't use it once I saw it and asked for FedEx to pick it up immediately for return. I called customer service to say it was being returned because I was unable to get it in my house and he proceeded to tell me to go get someone else to do it. I can't. I am 65 years old and have a physical,disability and take care of my mom who is 89 years old and is terminally ill and I have to be with her 24/7. I was told there was a 20% return charge. I don't understand this because I called them right back as soon as I saw it on my front step. We have at least 5 days to return any product any size, any where, without accepting it from FedEx. I didn't accept or open the product. I don't want it. The customer service rep was very rude and cruel in his conversation to me and insisted I pay 20% because I wanted it returned. It is too big and heavy. I can't use it. What about my rights as a consumer to return any product without return fees for up to 5 days.

Desired Settlement: I want a refund of 100%.

Business Response:
Hello, 



I am in receipt of the notice sent.  We apologize if our customer was not aware of how the unit was to be delivered.  We do our best to provide as much information on our site so our customers
can make an informed decision.  If a customer is unsure of how we deliver or if they have a question on a products operation then we encourage them to phone us.  I will encourage our customer
to receive assistance from a friend or a neighbor to set up the unit purchased.  If our customer wishes not to keep the unit then we will ask that the unit be returned under our return policy. 
Below is a link to our return policy for your review.   It is important to know that we are only asking for the shipping charges to be taken care of by our customer as they
have no need or want for the unit that was purchased and shipped.  

"Return and Refund Policy

If you are not fully satisfied with your purchase, you may return it to us
within the first 60 days after delivery. All we ask is that the order be
returned to us in its original packaging and condition with all included
accessories and materials. Items shipped out via freight line carrier must be
returned in the same manner. To obtain a return merchandise authorization
number (RMA), please contact one of our customer service experts Monday through
Friday 8 a.m. to 5 p.m. CST at 1-866-975-4846.



Shipping costs are not refundable and the customer is responsible for the
cost of the return shipping.



Returns related to orders that included free shipping or a shipping charge less
than $10.00 will be refunded 85% of the product cost in order to cover original
shipping fees. All returns will be inspected and we reserve the right to adjust
the refund on the return depending upon the condition of the returned product.

Due to seasonality
and function, some of our products have unique return restrictions:


Portable air conditioners, portable air coolers, and
heaters are only eligible for return within the first 15 days after
delivery.
Only new, unopened water heaters are eligible for
return. Customers will receive a 75% refund, minus shipping costs, for all
returned water heaters.
For safety reasons, all gasoline and oil must be
removed prior to returning any fuel powered products. If gasoline or oil
is not removed, your return may not be accepted."




If you need further assistance please feel free to reach me at the
number or email below.

 

**** ** 
Customer Service Manager
Living Direct 
************* ext ****





Consumer Response: Complaint: *******

I am rejecting this response because: I  was not informed that the compact dishwasher would be left on my front steps that would not fit in the screen door. I was never informed about this. I would wonder what would happen if I was on vacation for 7 days. They never gave me a date of delivery. FedEx should have rang the bell and I would have denied delivery because of the inconvenience of having it left on my step and not being able to get through a screen door that opens outward. After talking with the plumber the measurements would not allow it to fit the area between the counter and cabinets and the faucet adapter would not have fit on my faucet. For this reason I wanted to reject the delivery. I called the company 3 times when it was left on my front step. I spoke to a rude person who was yelling at me. I called FedEx to come back and pick it up three times and they promised they would come the same day as they delivered it and they didn't. I had to find someone at midnight to put it in the house and report this to the police as a possibility of theft. We finally got it in the front porch but never opened it because it was the wrong dishwasher and I wanted it returned without paying 15%. I felt if you called right back to reject it and didn't open it because of the fact that it was not going to work in my kitchen that they would take it back as most companies do.

Regards,

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

Business Response: Hello,

I am in receipt fo the notice sent.  We apologize if our customer did not have a
full understanding of how an item purchased on our site will be delivered.  We will do our best to provide as much
information on our site so our customers may make an informed decision.   Below is what we have posted on our site on
how a unit will be delivered.

 

Shipping
Methods


UPS/Federal Express

This ship method uses either UPS or Federal Express Standard Ground ship
method. Delivery times related to these ship methods are usually between 3
and 5 business days once the product leaves the warehouse. We can usually
arrange for expedited Next Day, Second Day, or Three Day shipping for
products with this ship method - just give us a call or select expedited
shipping, if offered, when you are checking out. You will know what the
expedited shipping cost will be before the order is processed.
Freight Line

This is a Standard Freight-Line delivery with curbside service. Freight
line items will be delivered to the front of your home or business. If you
require inside delivery you will need to select the premium shipping
method, if offered, during the checkout process or contact our customer
service department for assistance. (*Premium delivery details provided on
this page) All freight line deliveries require a signature and will occur
weekdays during business hours. The freight line company will call to
schedule a delivery appointment.
Premium Freight Line

This is a Premium "White Glove" shipping service that we offer
for many of the freight line related items on our site. You will see this
shipping method as an option during the checkout process if premium
delivery is available for that particular item. This service includes two
person delivery, inside threshold with a maximum of two flights of
external stairs to reach threshold door. If any piece weighs more than
300lbs or greater or pieces weigh more than 400lbs, shipment will only be
available for delivery to the First Dry Area or Garage. Service does not
include unpacking or installation of items. As with all deliveries please
retain all original boxes and packaging.








If you have any questions
regarding the various shipping methods offered please contact our customer
service department at: 1-866.******** (Monday – Friday 8am to 5pm C.S.T.)

 

It is unfortunate that our customer did not review the
information provided.  If our customers
have questions on how an item is to be delivered then we ask that they phone us
and ask.   We understand our customers
complications and apologize if the delivery was difficult for her.  At this time if our customer is requesting to
return the unit purchased then we will require the item be returned under our
buyers returns policy.  This will ask our
customer to be responsible for the cost of shipping both ways. 

Our customer may reach out to me directly if they have any questions
or concerns.

 

****

Customer Service Manager

************* ext. ***




Consumer Response: Complaint: *******

I am rejecting this response because: no, I didn't see anything about any premium delivery. I knew of any delivery like that and I would have not ordered the product because there was no  way with my physical disability that I would have been able to get it in my house as was illustrated in my responses. Another issue that they just brought up to you today is just WRONG!!!!! They told me when I sent it back that I would only have to pay 15% for return fee. Surely not a free shipping charge to me and back. They are lying badly. The operator said one way shipping of 15%. Never two way shipping charge. It was clearly written free shipping. Ok, I agreed to have it sent back and all my money refunded me except 15%.they are lying. They said one time shipping fee. If you can't help me with this horrible company then I will contact my Senator. they Lie!!! They lieLll they have documented that returned products are subject to 15% return fee. Other rude operators have said 15%. I will agree to that (15%) and nothing more. They are lying about everything and making me look an idiot. I am very well educated and can read. 

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

9/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: So, 2nd fridge--very nice one--usually about $1200, I got for $799 with free shipping. It arrived quickly. I put it in the garage and waited till we needed it during the remodel. The company has a 60 day no hassle return policy, so when I opened the box I discovered that the entire back of the fridge and support for the motor has been bent--clearly from the shipper dropping it on the back edge. I called the company to ask to return it because of damage, but they told me I couldn't--the return policy for damage was 48 hours after delivery! They said on the phone that their site made this very clear. When I went looking for it, the site does say it, but there is NO WAY a customer would know to look for that policy about damage, especially since splashed everywhere is their "satisfaction guaranteed." So, I'm stuck with this dented fridge. Fortunately, it works and the damaged part will be with the built in section of the new kitchen, so it won't look horrible. Great products, great prices, great FREE delivery, but numerous caveats. Buyer beware.

Desired Settlement: I would like a BRAND NEW--NOT refurbished refrigerator delivered to me and the damaged refrigerator picked up all at NO COST to me whatsoever.

Business Response: Hello, 


I am in receipt of the notice sent.  Below is our policy for item received damage. 


"Damaged Shipments

We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at *************** 

Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund."

It is unfortunate that our customer was not able to inspect the unit upon receipt nor within the 24 hours we require to be notified so we may assist.  Our reason for asking our customers to inspect the unit upon receipt is to ensure that the
unit arrived without issue.  In some cases our shipper will damage units when moving an item from one location to another.  If this occurs and we are notified then a claim can be filed.  When a claim is filed the shipper will pay for all shipping cost as well will pay for the item damaged. This process will allow us to send our customer a replacement unit.   When an item is receive and not inspected in the time required then the shipper will state the damage occurred after delivery.   No claim can be filed.

The 60 return policies we have will allow for a return but will require that the unit be in new and working condition as well the shipping cost will be the responsibility of our customer.  In this situation the option for a return will not be available. I apologize but we will have to deny our customers request to return a damage unit for a replacement or credit.  

If you need further assistance you may reach me at the phone number below or you may email me.

 
****
************** ext ****
******@livingdirect.com





Consumer Response: Complaint: *******
I am rejecting this response because:

Your requirement that the item be inspected within 48 hours is not made clear; however, you proudly announce a no questions asked 60-day return policy.  From your customer's point of view, there is no reason to suspect that a damaged item must be identified with 48 hours.

Regards,

******* ****

Business Response:

Hello, 

Our return policy is place on the site for all of our customers to view.  It is unfortunate that our customer did not review prior to purchase.   As stated in my last response had we been notified with in the time requested our organization would have arranged for the return of the unit for exchange.  Due to us not receiving the notice we no longer have the ability to file a claim with the shipper. At this time I will have to respectfully deny our customers request for a replacement or credit. 

 ****



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Product was received and did not function due to internal damage. (No external damage is apparent) Notified Customer Support per guidelines posted on website within 48 hours of product delivery requesting to return the product due internal damage caused during shipment. ------Customer Support's response------ Afternoon XXX, It’s YYY from LivingDirect in which I put in the request to have your item picked up but this was initially denied. Reason being, LG can fix this issue and with that being said, then this will be a buyer’s remorse return. I’m sorry for this and let me explain our buyer’s remorse policy. You will be responsible for mailing this item back to us and along with that, there will be a 15 percent deduction made from your order. I’ve left you a voicemail because I would like to call and speak with you in regards to this. My information as far as call back is listed below and hope to hear from you soon. Regards, YYYY LIVINGDIRECT | Sales and Service Direct: ************ |Fax: ************| YYYY@livingdirect.com LivingDirect.com | CompactAppliance.com | Kegerator.com | PortableAirShop.com | And More… Customer Experience: How am I doing? If you would like to provide feedback, -----end customer support response------ -----Living Direct Returns policy on damage products due to shipping within 48 hours---- ****************************************************************************** Damaged Shipments We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at **************. Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund. -----End Living Direct, Inc. Return policy----------

Desired Settlement: I request Living Direct Follow their posted policy by Picking up the product and providing a full refund. Not some "buyer remorse" policy with financial loss to me. I had the opportunity to see an older model of this product perform prior to purchasing it. I should not have to make a BBB complaint to get this completed.

Business Response: Hello, 



Thank you for contacting us at Living Direct. The information provided in your initial contact with our customer service department was that the unit was not operating properly.  We directed you to communicate with the manufacture as all products sold will have service options available.  It is important o note that “internal damage” was never reported in the conversation.  If in fact the unit has internal damage the manufacture will be the organization that would provide us confirmation.   If you wish not to work with the manufacture to receive assistance under their program then Living Direct will require you be responsible for the shipping cost for the return.  The options we have available at this time is to either work with the LG organization to resolve the issue or you may return the unit at your expense.   If you have any further question or concerns please contact me direct.

LG – 1-************

****

1-************ **** ****

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 9616618

I am rejecting this response because:

Resolution is not in accordance with posted return policy for damaged items received on website.  Suggest livingdirect update their return policy to reflect this resolution.

Phone call was made with voicemail left for **** as well as a follow up email on July 10th (8 days ago) with no response from ****.


Respectfully,

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


----------------Start Contents of Email sent to ****--------------------------
From: ********* ******* **** (??) <***********************>
Date: Wed, Jul 10, 2013 at 7:56 PM
Subject: [BBB Complaint]Order #********
To: ***************************
Cc: ****** ********* WIFE <************************>


Hello ****,
I am following up with a voicemail I left with you earlier.
When calling your the company you represent it starts with the statement "small solutions and superior service."  Requiring me to contact a manufacturer to determine internal damage of a product is NOT specified in your policies posted online nor does it comply with superior service.  If this an expected route for me to take, I will likely be looking into legal options.  I am fortunate enough to be able to do this, I doubt other people who have dealt with this "superior service" have such resources.
I will be working in parallel to follow through with whatever other process I need to go through with the manufacturer, but bare in mind, even if the manufacturer can "repair" what was damaged during shipping.  I will still be suing to get a "new" product. Not a repaired one.  The product is sitting in the original packaging on the skid, waiting to be picked up.  The manufacturer will have to figure out what is wrong with it from that location.  This is also a time to look at the cost benefit associated with having the product returned now, or having it returned later.
I suggest you get a copy of the audio of the conversation I had with the representative.  I am sure your IT department can easily provide this.  
I suggest you have your companies webmaster update your website to include the requirement of having to deal with the manufacturer to determine if a product has internal damage from shipping.
Respectfully,

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

cc:****** ********* (wife)
------------------------------------------------------------
** ********** ****** ******* ******* ******* ********
United States Navy Diver/Engineering Duty Officer

******** ** *********  *********** **** ********** ************** ****** **********  ** ****** ******* ****** ************ ************ ********** ** ******** ** *********************** ********** *************** ******* ** ********* *** ******** * *** ***** *** ** ****** **** **** ** ***** **** ** *** ** ******** ** ** ******    * ****** ** ****** ******** ********* ***** ********* *** **** ******** ** *** **** ** *** ********* ** ** **** ** ***** *** ********* **** ***** *** *********  ********
**************** *************
*********** ***********************
------------------------------------------------------------

------------------------Email **** sent via BBB-------------------------------
Hello, 



Thank you for contacting us at Living Direct.  The information provided in your initial contact with our customer service department was that the unit was not operating properly.  We directed
you to communicate with the manufacture as all products sold will have service options available.  It is important o note that “internal damage” was never reported in the conversation.  If in fact the unit has internal damage the manufacture will be the organization that would provide us confirmation.   If you wish not to work with the manufacture to receive assistance under their program then Living Direct will require you be responsible for the shipping cost for the return.  The options we have available at this time is to either work with the LG organization to resolve the issue or you may return the unit at your expense.   If you have any further question or concerns please contact me direct. 

LG – 1-************

**** 

1-************ **** ****



------End of contents emailed to ****---------------------------------

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In regard with my purchase order number ******** on 3/12/13 from ******************** for the total of $1443.98 . The appliance arrived with scratches and dents. I have provided the seller with several picture of the item immediately after the phone conversation with their representative. After a long wait on their side I called and they offered $100 credit for the damage. I declined the offer and requested a replacement. They informed me that they will inform a supervisor and they will get back to me. I did not hear back from them for a while and I responded through email to a supervisor named **** *****. After a long communication both via email and phone, they tried to convince me to keep the item by increasing the offer to about $170. I declined their offer with an email which included the link for the same appliance in the same condition for about $900. And once again i requested a replacement or return. After long interval, I called the customer service and wrote to them that if I don’t see any effort on their part I will dispute the charge with ******** *******. A representative called with a very rude attitude and asked me if I have all the packaging and I responded yes. He asked about the bolts and I asked what are they and he explained that’s what keeps the packaging box together. And responded no we have to cut it in order to open the box. He laughed and he said “that is what I thought; we do not accept a return without them”. I called the LG for the part and learned they don’t provide the packaging material. I wrote back to the seller and notified them that under 39 U.S.C. § 3009 I am not required to keep or save the packaging part. They agreed to provide the part. After a long wait I have received a box with bunch of screws in it. I took a picture and send them to the seller and requested for the right item. i received a respond saying that these are the right parts. I responded to the email back, but did not hear anything back from them. After a week I sent another email and called up, and no respond. I have tried to return the item or come to a settlement; but the seller won't take it back or replace it. My last email has sent to the seller on Tue, 7 May 2013 08:38:39. Which the seller did not correspond to.

Desired Settlement: issue a partial $540 refund or return the item

Business Response: Hello, 

I have reviewed my records and see that we have asked that you properly box the unit (bolts included) and you are to notify us when ready for retrieval.  If you now have the unit ready please let me know so I may start the process for the pickup.  As explained in our last conversation we will require the drum to be secured. This is where the bolts come in.   Again when bolted and boxed you may reach out to me at your convenience so we may retrieve the item.  

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

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******


I am rejecting this response due to the obvious evidence
that the seller does not have any intention of accepting the return. Since
the end of April the seller stopped communicating with me. they did not answer
to any of my emails nor my phone calls. the last email i sent to Ms. **** *****;
the same person whom had correspondent to the BBB complaint letter in
less than 12 hours, failed to respond to my email dated 07/09/2013 which i
specifically asked for scheduling a pick up; which they choose to deny. i have
attached my last email for your attention.

In addition I have warned the seller with my email on
05/07/2013 that I am going to take this issue to the BBB’s attention as well as
my credit bureau which he decided to ignore. A copy of email has attached.



Regards,

****** *****

Business Response: Hello, 

Please confirm the item is bolted properly and boxed so I may arrange for the item to be picked up from your location at no cost to you.  

**** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The ***** tracking showed the item as delivered. However, the staff front desk at my apartment building, which holds packages, says they never received it. Even though the desk is staffed 24/7, the driver did not get a signature upon delivery. I had to wait for ***** to attempt to trace it. After it was declared lost and I was told to contact Living Direct (they would have to file a lost package claim with *****), I contacted Living Direct. I am high disappointed that they are only open 8-5 Monday through Friday. They said that they would have to do their own investigation. This meant calling *****, hearing that it was lost but that the driver says he left it at the front desk. The Living Direct agent said that they cannot refund it or ship it again to the same address. I asked them to contact the front desk at my apartment building, but they refused to. Finally, I agreed to have it shipped to my work place, which means that I have to get it to apartment then (and I don't have a car). The agent said it would ship on Monday (7/21), but the new order did not go through until Saturday (7/19) . Now, my order is shown as "Backordered." I received NO notification that it was backordered and only learned upon checking the order status. There's no expected ship date. Only on the bottom of the product page ********************************************************************************************************************************, in small text, does it show the item as backordered and "Expected to Ship by the End of July." The item was supposed to be delivered 7/16. Now, who knows when it will be delivered. I've already had to deal with three days of heat advisory weather without AC.

Desired Settlement: I would like them to get the AC unit to me by Wednesday with compensation or refund my order.

Business Response: Hello, 

Thank you for reaching out to us.  Our records indicate the replacement order has been created but will not be available to ship till end of week.  Please advise if you would like to wait till end of week to have the replacement unit shipped or if you would like for us to process an immediate credit so you may locate the unit locally.   I will stand by for your response.  We apologize for the issue created and appreciate your patience. 

****  **************

Consumer Response: [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 would like an immediate credit. 

Regards,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I submitted a complaint that an item was advertised as "guaranteed same day shipping". Customer service rep stated that they did not know why it was not shipped the same day even though I made the order cut off- would check with his team and make sure to resolve the issue and get back to me. No one ever got back to me. Emailed again- no response. Placed a second order a week later advertised as "guaranteed same day shipping". Same thing.

Desired Settlement: I do not think they should be advertising GUARANTEED same day shipping when both orders I placed were not shipped the same day. What is the point?

Business Response: Hello, 

I am in receipt of the notice sent.  We
apologize that your order did not ship in the time expected.  Our organization will do its best to process orders
as soon as possible but certain issue may arise that will not allow us to do
so.   Below is our definition to our Guarantee Same Day Shipping for your
review. 

“This item ships via ******* ****
******* ********
times related to this ship method are usually between 3 to 7 business days once
the item leaves the warehouse. We will forward tracking information to you once
the product leaves our warehouse. The shipping company will contact you to
arrange a delivery appointment as a delivery signature is required. All
deliveries will occur Monday through Friday. Order must be fully
processed by 12pm CST to be eligible for “Guaranteed Same Day Shipping.” Orders
processed after that time may ship out the following business day.



******* **** items
will be delivered to the first ground floor exterior door available provided
there are no stairs to ascend or descend. If you require inside delivery you
will need to select the premium shipping option in checkout. To determine if
the item is eligible for premium shipping please add it to your shopping cart
and view the shipping options drop down box. Please contact our customer
service department with any questions related to shipping at ***** ********, ***, *** ** *** CST.”

Again we apologize for the issue created.  Our origination is doing
its best to provide excellent customer service but in certain situation our
internal processes can make it difficult.   If you would like to reach out to
me please so at ************** *** * *** *** Central time. 

 

****

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

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Guaranteed Same Day Shipping- I think this is a fairly straightforward claim. If you cannot guarantee that the items will be shipped out the same day- do not advertise it. I understand that things may happen that would prevent the company from doing so- however I had this happen with 2 separate orders with no explanation. In addition I contacted the company more than once regarding this with the same run around answer until I stopped getting a response at all. It is unfortunate because the products I ordered turned out to be fine- I just don't think its an ethical business practice to advertise this way- it is misleading.

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Companct Appliance (Living Direct) advertises "FREE SHIPPING" on ALL products. http://www.compactappliance.com/ AND they advertise a price match guarantee. I was interested in purchasing the item: EdgeStar 2.0 Cu. Ft. Ventless Washer Dryer Combo Model: CWD1510W that Compact Appliance advertised for $999.99 and free shipping. However, I found the same item advertised on ******.com for $830.99 plus $169.00 for shipping charge, which totals $999.99 - the exact same price offered by Compact Appliance (with "free shipping") ************************************************************************ It turns out that the item on ****** is supplied by Compact Appliance. However, the true cost of the item - without shipping is advertised on ******. When I called Compact Appliance customer service to request a price match on the item price advertised on ******, the service rep I spoke with, ****** ************ ** **** explained to me that she would not match the ****** price because while ******'s reseller argreement with Compact Appliance makes Compact Appliance advertise the cost of shipping separately, the cost of shipping is INCLUDED in the price that Compact Appliance advertises on thier own website, so the price is actually the same - 999.99. I think this is deliberate false advertising. If the cost of shipping is FREE - then it should not be INCLUDED in the item price. This is deliberate deception. Compact Appliance admits, as stated by thier rep, ****** on 4/30/2013, that Compact Appliance includes the cost of shipping in the advertised price. Well, if its included, then its NOT FREE. They should advertise, "shipping inlcuded" and then it would be fair and honest advertising. So, if Compact Appliance advertises that shipping is FREE and admits that the cost of shipping the item in question is $169.00, and they publish a price match guarantee, then they should match the price of the item on ****** without shipping. OR they should STOP falsly advertising FREE SHIPPING. Thank you, ****** **** *** ******* ***** *** ********** ** ***** ************

Desired Settlement: Honor the advertisement, and sell the item WITHOUT SHIPPING cost at its TRUE price of $830.99, as advertised on ********** OR change thier advertising to "SHIPPING INCLUDED". Thank you, ****** ****

Business Response: Hello, 

I am in receipt of our customers notice.  Below I have provided our price match guarantee definition for review. 

Price Match

We understand that you want the best value for your money. We work hard to make sure that our prices are fair and competitive. If you find a better price for the same item at another authorized dealer (including any applicable freight or tax and within 10 days of your purchase with us), we will refund you the difference.  Please call us 1-800-297-6076 to speak with one of our customer service experts and be ready to provide them the following:

1. The URL and web site where you saw the product.
2. The product name and sku
3. The product price, including shipping and tax
4. Your contact information

Price Matching is only applicable to identical conditions of sale. The item must be in stock at the other authorized dealer (not a floor sample, open box item, refurbished item or demo piece) and not be a club members price; or typographical error. This offer applies to new purchases only and may not be possible for all products. Price matching is limited to items listed by online retailers only; print ads, going out of business liquidations, sales tax promotions, special financing, expired promotions, gift card offers, mail in or rebate offers are not eligible.

Our price match will include the over all price as different retailers will manipulate the unit and shipping amount.  As of today either site will have the unit priced at $899.99.  If you still interested in the product please contact me directly so I may offer a $15 discount.  I understand it may not be much but my offer will be the lowest price you will find.  

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 21/2012 i bought on line a 8.000 btu portable air cond. it was a Refurbished unit. cost $217.99. this was from there web site *******************. On or about May 24/2012 ***** brought the unit to my home. The fact that it was a refurbished unit it only had like a 30 day warranty. When ***** dropped off the unit the box was in vary bad shape but all the packing material was in tact. It was well packed from being damaged. When i removed it from the box the left side panel was bulged out but the unit seem to work OK. THE NEXT DAY i sent and email to the *********** ******** and told them about the Box and the side panel being bulged out on the unit. I never received a email back from them. Ran the unit last fall but soon it seem like it was not cooling well. Just set it up and not cooling well and next day unit would not cool at all. The dehumidifier part of the unit seem to be working some then that stopped. I called a service person and he took the unit apart and the reason the side panel was bulged out was the the three legs with rubber bumpers that hold the condenser canister were broke off and the canister had been tipped to one side rubbing on the condenser radiator and had wore a hole in it and the refrig tube, there for losing the refrigerant gas. When ***** delivered the unit i did not take it apart to see why the side was bulged out but i still have the copy of the email i sent ******************* the day after i got the unit telling them about it. I called them to day 7/8/2013 and the person i talked to told me there is nothing they can do about it ignoring the fact that i sent them and email about the unit the day after i got it. Order # ******** Unit is ***** ***** * ***********. This unit had been dropped and i think they knew it as a round whit sticker on the back of unit with had written word ****** on it. Someone checked out the unit but it was never refurbished.

Desired Settlement: Replacement of it or similar unit.

Business Response:


Hello, 

Our first contact concerning an issue with the unit purchased on 5/22/12 was this month, a year later. The item sold had a 90 day warranty so if the unit failed within that time and contact was made we would have directed our customer to the manufacture/supplier to receive service under their contract. Receiving notice from you a year + later asking us to service/replace a unit that is out of warranty is unfortunately not an option.   Unfortunately at this time our organization is unable to assist with service or a replacement.  What I am willing to do is provide a lower than site price on any product located on our website, www.livingdirect.com.  You may contact me directly at ************** ext **** Mon - Fri 8-5 Central time. 


****  ************** *** ****

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Regards,

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




The first contact was not This month. The first contact was on about 5/24/12. Two days after i received the unit. I tried to call them and was on hold so long i gave up and sent them and email as i said in my complaint. As i stated before telling them about the box being in vary bad shape and"the side panel being bulged out. I know this email went threw But never received a reply. I will find the email i sent. As i also stated in my complaint i never took the unit apart until it stopped working a few days ago. The unit was damaged on the inside. I should have known as this 8000 btu unit sold for $217.99 WITH FREE SHIPPING.  They knew this unit was damaged when they sent it.Dumb Me. I will go back in my pc and find the email.  
























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ******* - **** **** 65 lb. Capacity Full Size Ice Maker in Feb 2012 in the first several weeks it needed to be replaced and with in the first six months after it was replaced I had to pay to ship it back to the company as no one in Jacksonville Florida would work on it. The ice machine would freeze up through the ice making process and it would have to sit for 24 hours to de-thaw. I was told the reason it was freezing up was because it was dirty! I wasn't there to see them repair the machine even though they had it for a couple weeks. I have the water filter they recommend installed in the water line. I got it back in Late December 2012 or early January 2013 and it has frozen up several times and now it freezes up after half the ice making cycle. I requested a full refund and I would pay to ship it back as I'm not Happy with this product. I will be acquiring legal representation to this matter do solely to the fact the vendor will not agree to refund the freezer after several complaints by me. --

Desired Settlement: Redesign the ice machine as I see there are several complaints about this machine or stop selling it.

Business Response: Hello, 


I am in receipt of our customers notice and request.  We apologize if the unit purchased back in 2012 is no longer operating properly.  Please be advised all products sold
on our site will have a warranty attached to the sale.  At this time I will ask our customer to work with the manufacture for a solution under their program.  Unfortunately
Living Direct is unable to direct our manufactures on how to remedy any issue under their warranty program.  If our customer is still under the warranty time line then
I will ask that they continue to work with the manufacture.   I will have to respectfully deny our customers request to return the defective unit for credit.   Again we
apologize for the issue and appreciate our customer’s patience. 

**** 
************* *** ****




Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: I have been working with them for over a year to resolve the problem and it is still not working properly. I feel their response is just a form letter sent back to the BBB. The BBB needs to get involved and see how defective this machine is. I have had two other ice machines for over ten years each that worked just fine. The **** **** is junk and should be pulled from marketing. I will not take anything except a refund as a solution to this problem! I will pay to have the item shipped back to the company. You can read the reviews and see their machine is faulty. They also removed my negative review from their web page  so I'm sure there are more out there that has been removed.


Regards,

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





























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered an item friday of last week that was supposed to have garunteed same day shipping with a two to five day shipping estimate to arrive here. However it is two business days later and the item has still not shipped. The disclosure statement is in such a discreat place that one will not see it until they are getting dupped like I did.

Desired Settlement: Place the notice right under the guarantee so that people aren't getting ripped off; and can easily see that if they don't place their order within a certain amount of time that guarantee is useless. I would have ordered from another site if I had known it would not have been shipped out on friday. I only ordered through their site because of the promise to ship it out the same day, if they had at least processed it friday, sent it saturday; it'd almost be here by now. but no, its not even on its way yet.

Business Response: Hello, 

Thank you for contacting us at Living Direct.  Below is our Guarantee Same Day Shipping Definition for your review. 


"Ground or USPS. Delivery times related to these ship methods are usually between 2 and 7 business days once the product leaves the warehouse. We will email you tracking information once the product leaves our warehouse. Ground or USPS deliveries do not require a signature and may be left at the ship to location. All deliveries can occur Monday through Saturday depending on your local delivery carrier. Order must be fully processed by 12pm CST to be eligible for “Guaranteed Same Day Shipping.” Orders processed after that time may ship out the following business day.

Ground or USPS deliveries do not include a guaranteed delivery date. Should you require a specific delivery date or expedited shipping please add the item to the shopping cart and view the shipping options drop down box. If the product is eligible for expedited shipping the shipping options and pricing will be listed. Please contact our customer service department with any questions related to shipping. (800) 297-6076, M-F, 8am to 5pm CST."


Below is the date and time our customer placed the order. 
Date received:6/21/13 5:13:44 pm

Unfortunately our customer missed the cut off time to ship the unit the same day and since we are not here over the weekend the unit would be scheduled to ship on Monday (today).  Please be advised the item is on the truck and will ship confirm this evening. Once shipped confirmed the unti may take 5-7 business days to arrive at our customers location.  If you need further assistance please contact us at your convenience. 

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

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this, i will only accept the resolution of placing the disclaimer next to the offer. i spoke to a rep from this company on saturday that admitted that the disclosure is not in a place that people will see without alot of digging.

Regards,

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





























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Advertised item, in stock same day shipping guaranteed. I placed my order on Friday at 2pm. I have the proof from a email confirming my order. It is now Tuesday, 5 days later and it still has not shipped. The only reason I ordered it was to have one before my one year anniversary party this weekend. Now it looks like it will not be there in time of which I really don’t want it now. Otherwise I would have had the kegerator for the party and after that a supply of cold beverage. I am really mad about their lack of care and response….they just said, Yeah, it will be there in time….and STILL HAS NOT SHIPPED!!!

Desired Settlement: Adjustment for the price of the kegerator because they did not honor their advertisement...NOW I have to rent one.

Business Response: Hello, 

I have reviewed our customers order and see the item has shipped. Below are the details. 

Shipper: ***** *************
Tracking: ***************                         
ETA: 6/20
Date shipped: 6/18 (Tuesday)
Date Ordered: 6/15 (Sat)

Our customer placed the order over the weekend so we will consider Monday to be the same day shipping.  We will do our best to process our orders in time but in some situation we are simply unable to.  Below is our definition to our Same Day Guarantee shipping. 

"This item ships Ground or ****. Delivery times related to these ship methods are usually between 2 and 7 business days once the product leaves the warehouse. We will email you tracking information once the product leaves our warehouse. Ground or **** deliveries do not require a signature and may be left at the ship to location. All deliveries can occur Monday through Saturday depending on your local delivery carrier. Order must be fully processed by 12pm CST to be eligible for “Guaranteed Same Day Shipping.” Orders processed after that time may ship out the following business day.

Ground or **** deliveries do not include a guaranteed delivery date. Should you require a specific delivery date or expedited shipping please add the item to the shopping cart and view the shipping options drop down box. If the product is eligible for expedited shipping the shipping options and pricing will be listed. Please contact our customer service department with any questions related to shipping. (800) 297-6076, M-F, 8am to 5pm CST."

We apologize our customers order could not ship on Monday but I am glad to report the unit has left and will arrive on the 20th.  If you have any questions or concerns please contact me at your convenience. 

**** 
************** *** ****


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a portable air conditioner in September of last year but by the time I received it the temperature was too cold for use. I opened the box this week to use the air conditioner and a connector duct is missing and the piece the connector duct needs to sit on is defective. The only way to use the product is to use duck tape. The company tells me that since I didn't open and discover the defect when I got the item, no recourse is available to me.

Desired Settlement: I would like to receive a refund of 289.00 paid for a defective item

Business Response: Hello, 

I am in receipt of the notice sent.  Our customers request to receive a full credit for an item purchased on 09/2012 will be respectfully denied.   Mr ****** claim that the unit was just opened is insufficient for us to agree to his request.   Please note our site will ask our customers to inspect the unit upon receipt and if any issue our organization will need to be notified with in 2 business days. If our customer misplaced or damage the items needed to properly utilize the unit then I will ask that he phone me directly so I may attempt to locate the pieces and place an order for him. 

Rudy 
###-###-####

Business Response: Hello, 

Living Directs position will be as stated earlier. If our customer would like to phone me directly he may do so and I will do my best to locate the pieces needed and sell him the parts.  

****  ************** *** ****

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:
The  same reason as before. I have a defective item with missing parts. The business is responsible for its product.
Regards,

**** *****


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a general contractor in Montana and I ordered a LG washer/dryer unit from living Direct which I recieved in a timely fashion, I acceppted the box w/ 2 holes in it and the delivery driver made note on my receiving ticket as such. Seemed minor. I did not unpack the unit for 3 weeks after delivery at which time I found extensive damage to the unit. At which time i contacted the supplier about the damage and they told ME to contact their shipper and file a claim with the shipper, which I feel should have been Living Directs job to do for the consumer being me. I have taken pictures sent them to both living direct and the 2 carriers that it took to deliver the unit, lot's of phone to various parties involved and Living Direct is washing thier hands of the whole situation since i did not report the damage within 48 hrs. which apparntly I did not see on their website as a condition for returning their damaged unit. I have filed a claim w/ the shipper and the max. I can recover on this $1,400 unit is $2 a pound which would be about $500. I feel Living Direct should work w/ the consumer in such a situation and take some responsibility for the shipper they hired. The unit in my opinion is not fixable, damage to 4 of 5 sides. Bottom line I purchased a unit for my client that is not functional and Living Direct takes 0 responsibility for the unit I purchased from them.

Desired Settlement: I would like Living Direct to pay for return shipping of damaged unit and replace with new unit.

Business Response: Hello,

I have communicated with our customer and provided him our reason for not providing a return for replacement or a return for credit. Below is our damage policy for review. 

Damaged Shipments

We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandise. Sometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damage. You should immediately inspect the order upon delivery and notify us of any damage within 48 hours of delivery (excluding holidays and weekends) at **************.

Once we are contacted, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer. Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product or issue a full refund.

Link to our return policy

http://www.livingdirect.com/BRAND_CS_RETURNS/BRAND_CS_RETURNS,default,pg.html

It is unfortunate that the customer failed to inspect the unit for damage upon receipt or within the two days needed for our origination to assist with a damage replacement.  We ask our customers to inspect and report damage to our organization with in 2 bushiness days as this is the time allowed for us to file and win a claim with our shipping company.  Our first notice of damage was provided a month out.  Unfortunately due to the time our organization is unable to provide a credit nor a replacement.  I have asked our customer to continue to work with the shipper to receive some compensation.  If you have any further questions or concerns please contact me at your convenience. 

****  ************** *** ****





Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:That is their status quo response they have given me time and again, the reason for my filing a complaint is that I do not accept that response as a meaure of good customer service in any reguard.  Never once did I think that by not opening the product immediatly would they baulk at a return especially considering that there was damage to the box upon receipt that was noted in writing by the delivery driver.  I have never had such none responsibility by a company that I have purchased a product from in all my many years of being a general contractor.  Very angry.

Regards,

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



























Business Response: Hello, 



I am in receipt of
the notice sent.  We apologize if our customer feels my response is
unacceptable.  Unfortunately the information provided in my last
response will be the same in this one. At this time I will ask our customer to
receive compensation form the shipper as they are willing to provide some
moneys for the item received back in Feb 2013.   



****  ************** **** ****

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:This is my last response through this format.  I have filed a complaint through LG in lieu of this discussion whch is going nowhere  Good luck to your business, no referals are going to be coming to Liiving Direct from this direction.  I hope LG has some choice words for your customer service side of your business, Living
Direct being a representitive of their product.  Again this is my last response and I do not expect a reply nor want one to this letter.

Regards,
***** ********




























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********* (fridge) purchase. Every 45 minutes when the cooling compressor engages there are about two to three (2-3) loud popping sounds coming from the fridge. They are very loud and I can hear them plainly from any room in my house day and night. I own three other fridges and not a single one of them comes close to making this noise or all three of them combined. I contacted the company and they told me I had buyers remorse. I don't have buyers remorse, poeple expect when they purchase a fridge that it is quite and does not pop. I asked for an exchange and they told me this is an expected performance from the fridge. I beg to differ. There return policy is it must be returned in the original container. I do not have the original shipping container.

Desired Settlement: I would like them to replace the fridge with one that does not pop and echo in my house, or a full refund.

Business Response: Hello, 

Thank you for contacting us at Living Direct. We apologize if the unit received is not operating properly.  I would like to provide two options for our customer. 

1. Customer may choose to to box ( cost to secure the unit will be our customers responsibility) and return for a credit. Living Direct will arrange  for the cost of return but again it must be properly boxed to ensure its safe arrival. 
2. Customer may purchase a replacement unit and once received they will be asked to use that box to secure the original unit.  Once received back with our organization a credit for the original order will be issued back to his account. 

Please advise what option will work best for you.  We will stand by for your response.  If possible please reach out to me directly at ************** *** **** ****  ******** ******* ******* ************** *** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally purchased a beverage cooler and a wine cooler on Jan.23, from Compact Appliance - Living Direct. The wine cooler has worked fine, the beverage cooler was advertised to go as low as 32 degrees, the lowest temperature I can get was 46 degrees. I called the company and they directed me to a you tube video https://www.youtube.com/watch?v=Xq4vsf0UvPA that gave instructions for a repair that may correct the problem. Reluctantly, I performed the requested repair, however, it had no effect. (Just the fact that the company has created a video on how to correct the problem shows that there is an obvious problem with this model cooler. They advertise all over their website that they have the coldest beverage coolers, this is the reason I purchased the unit.) So after calling them and advising them that the repair didn't work they said I could send the unit back by way of a "box swap", since I didn't have a box this was the easiest way, or I could go obtain my own box and pack the unit up. To do the box swap I had to purchase a second unit and use that box to send the unit back, which I did. After letting the 2nd unit set for 24 hrs. I plugged the unit in and this unit only goes to 41 degrees. I again called customer service and requested a return authorization to return the unit. They put me in touch with the manufacture ******** (although I purchased the unit from Living Direct) so I tried to follow their suggestion. ******** informed me that they could not return the unit for a credit, but they would repair the unit and send it back. (After 2 bad units I have lost confidence in this unit or its ability to cool to the advertised temperature.) Besides being without a unit for 2 weeks while they do the repair. So not being satisfied with that resolve I asked to speak to the technicians supervisor, He said; " I am the manager of the department and there is no one else to speak with." I then called back to Living Direct on 4/28/13 and left a message to have a supervisor call me, they said it would happen within 1 business day. I didn't receive a call back, so on 4/30/13 I called again and they transferred me to ****, a supervisor, extensioin ****. ****, said; " Living Direct would return the cooler, but, I would need to pay for the shipping" I said "that wasn't fair, nothing changed since the first cooler I returned in which Living Direct Authorized Fed Ex to pick the unit up and that is what I expect for this unit." **** said;" he would go to the manufacture to request they would pay for the return shipping." (Again, I didn't buy my cooler form the manufacture) **** said; "he would be talking to me the following day." So again after not hearing from him I called back and left a message on 5/1/13, to date I have not heard back. All I wanted was a cooler that would do what Living Direct so widely advertises to cool to 32 degrees.

Desired Settlement: I would like Living Direct to authorize *** ** to pick this defective cooler up and have my purchase refunded. I will obtain a box and package the unit up at my expense.

Business Response: Hello, 

I just received notice from our supplier/manufacture to say they will agree to send a label to our customer so the defective unit received can be returned for credit.  I will ask that our customer secure the unit so he can ensure its safe arrival.  A label will be sent to our customer as early as Wed the 8th.  If you have any questions or concerns please contact our office at ************** Mon - Fri 8-5 Central time. 

****  **************

Consumer Response: [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. I have already obtained a suitable box that will protect the unit from any damage if handled properly, I will be sure to pack the unit with care. I will wait to hear further regarding the shipping label. Thank you for your help in resolving this problem. 

Regards,

**** ******




















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the ********* Delux Mini Kegerator & Draft Beer Dispenser for my husband on ******. After 3 months the product stopped cooling. When I called the "only" manager at the center said they would not take the product back and repair it. Instead the "manager" said to put tape on the back of the unit. He then became rude and would not discuss any options except for me to return the product and I would have to pay for shipping plus an additional $50. to repair the unit. I would never treat a potential repeat customer in that manner. I want to return this Kegerator because it is defective and will not purchase from this company again. December 30, 2012 Order Details | Invoice Order Number:******************* Recipient: *** **** Delivery Estimate: Friday January 4, 2013 - Wednesday January 9, 2013 by 8:00pm ******** Deluxe Mini Kegerator & Draft Beer Dispenser Sold by: **************** ( seller profile )

Desired Settlement: I want the company to pay for a return of the product and refund my money!

Business Response: Hello, 



I apologize for the inconvenience our product has created.  In review of your order I see the item was purchased on Dec 31st 2012.  The item purchased carries a 1 year parts and 90 day labor that is supported by ********. I understand you have been in contact with ******** and they have offered to accept the unit for service.  I received notice from ********* supervisor, *******, and he informed me they are willing to assist but will require you to return the unit to their location as well there is a $50 labor charge. The information provided is in line with their service agreement.  If the cost of the return and repair is more than you would like to pay then I am willing to offer a new unit at a lower than site price. If interested in a special pricing on a new unit then please contacts me directly. Again I apologize for the issue but it would seem the manufacture is providing options under their warranty program.   

 
**** ************** **** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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