I purchased a $2915.00 range-stove from All Inc. and it is defective. They will not let me return it for a refund.
I purchased a dishwasher, washer & dryer, microwave and induction range oven from All Inc totalling $7534.61. At the time we purchased these items we asked the sales person, ***********, what their return policy or 'Lemon Law' was if we didn't like an item or it didn't work properly. They said they have no repair shop and that "they would take it back". They state on their website; " Management insures complete customer satisfaction, before, during and after the sale". On April 24, 2013, the range was installed and we tested it to see if it worked. It did not cook eggs or meat properly. The layout of the burners do not function as we were told. The range is defective and poorly designed. The sales person told us none of these issues. I called the sales person, ***********, that same day and left a voice message since I could not get a hold of him. He returned my call the following day. He said they have a procedure for returns that goes through customer service and said that **** will contact me. I asked him if there would be any problems and he said I would have to talk to customer service and it "was out of his hands". ****, the customer service person called me later, the same day-April 25, 2013, and told me since the range was used we could not return it. I told him it doesn't cook food properly and the heating elements can't accomodate pans properly and he said it was used and they couldn't take it back. I said "I can't believe you people would make me eat this range seeing how I was such a good customer". He then said he would need to talk to the sales person, but the sales person, ***********, told me that morning that I had to deal with customer service. ****, the customer service person did not call me back yesterday, as he said he would so I called him at the end of the day to remind him and he has still not called me back. At the time we purchased the range, and other appliances, we did not receive written instructions of their return policy. I just signed the Visa receipt. However, when the appliance were delivered I had to sign for them. On the document I signed it states on the bottom; " No returns w/o authorization. Authorized returns subject to minimum 20% restocking charge. Electrical, special order & installed parts may not be returned." I cannot know if a product works unless I use it. I have not in any way damaged the range. I cooked two items on it to test it. The customer sales person, ****, never mentioned to me their written policy. Please note that ***************** have 14/15 day 'no questions asked' return policies on their aplliances. I am dumb struck they won't let me return this. I first offered to exchange it for something comparable and **** wouldn't accept that arrangement. I believe I acted in good faith and that ALL's business practices are unethical and do not adhere to their written policy. They advertise on their website they have an A+ rating with the BBB. That amazes me, considering how they have treated me. I can't believe I'm the only one who has gotten this run around and poor service. Please help me.
I would like a refund for the free-standing range. I do not want to exchange it for another range since I don not trust this All Inc.
Business' Initial Response
This is in response to a letter dated April 26th. Mr. W did purchase an Electrolux range with an induction cook top from ALL Inc. The range was delivered on April 23rd. and installed on the 24th. On April 25th Mr. W spoke to J in our Sales department. He told J that the range did not cook the way he and his wife thought it would. J asked him if he thought the range was defective, and Mr. W replied that after doing some research online he learned that induction cooking is different and they would have to learn to cook differently. At no time did Mr. W indicate the range was defective. Had he told J the range was defective, J would have offered to arrange a service call. In fact, J called Mr. W back just to confirm this was not a service issue.
Mr. W told J he wanted to exchange the range for an electric range. J explained he was not authorized to approve an exchange, rather he would initiate a request to Customer Service and he explained that Customer Service would call Mr. W. AP from Customer Service spoke to Mr. W. that same day (April 25th). Mr. W told AP the range was not cooking properly. AP asked if he thought it was defective and Mr. W said it was not. He said he just was not pleased with the way it cooked. He stated he had the induction pans and said if the pan isn't perfectly centered on the heating element, it turns off. He repeated he did not like how it cooks. AP began to explain to Mr. W that because the range had been used, it could not be returned. Mr. W was not satisfied with AP's response.
AP did not get a chance to further explain to Mr. W that once an appliance has been used, the manufacturer will not take it back from ALL Inc. It cannot be resold to another customer if it has been used. If the cook top was not performing as it should and there was some sort of defect, the manufacturer would require a service call to repair it. Electrolux is the manufacturer in this case, and they typically require three service calls before they will deem a product "un-repairable" and authorize a return. In this case, there does not appear to be a defect. Instead it seems Mr. W may have "buyer's remorse."
In his letter to the BBB, Mr. W states that he asked J about our return policy or "lemon law" if he didn't like an item or if it didn't work properly. He goes on to write that J said ALL Inc has no repair shop and that we would "take it back." At no time did J tell Mr. W or any of the members of his shopping party (there were three people in total) we would take anything back. Instead, J told the Ws if there is an issue with the product not working properly we would work with the manufacturer to resolve any problems. J never promised a "no questions asked" return.
Mr. W also states in his letter "...The range is defective and poorly designed. The sales person told us none of these issues." Mr. W told both J and AP the range was not defective. During the sales process, J fully explained the operation of the range and any issues of which he was aware. J is a seasoned salesperson who has sold several induction cooking products over many years. Mr. W did not initially like the design of the cook top when he first looked at it on our show floor, yet he decided to purchase it anyway.
The letter goes on to say "...ALL's business practices are unethical and do not adhere to their written policy." He quotes our written policy that states, "No returns without authorization. Authorized returns subject to minimum 20% restocking charge. Electrical, special order items and installed parts may not be returned." The range Mr. W purchased is a Special Order item. It is not something we stock in our inventory. When we applied the payment to Mr. W's order, we also printed out and provided him with a copy of his Order Acknowledgment that clearly states the model number, product description, color, and a note that says "Special Order Item - No Returns". The delivery receipt he received also states the same. (The BBB response system does not allow us to upload a copy of any documents, but we would be happy to provide a copy if needed.) ALL Inc's business practices exactly match our written policy.
We do strive to satisfy our customers. We spend many hours describing product features and options to our customers. We try to help them make informed decisions regarding their purchases. Our sales person gave no less to the Ws. We believe they were given all the pertinent information to make an informed decision regarding their purchase. Mr. W stated in his letter "...I cannot know if a product works unless I use it." The fact of the matter is the product does work. Mr. W told ALL Inc that the range was not defective. He stated that he cooked two items on it to test it. It's not a question of how much it was used. The fact remains it is used, and cannot be returned to the manufacturer. Nor can it be sold to another customer as a new range.
We appreciate and value the W's business. And we're sorry they are not happy with their selection. Unfortunately, ALL Inc cannot do anything with the range. Every once in a while we run across a situation where someone is not satisfied. Regrettably, this appears to be one of those situations.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The induction range functioned in a manner that was not told to us by the salesperson, ****. It does not cook like an electrical or gas range. The range does not perform as expected. It doesn't work as advertised and to our expectations. This is a very expensive and should perform as well as gas or electric ranges. It does not. I told the customer service person that this is what I meant by "defective". He said he would call me back later on Thursday and he never called me back until I heard from the operations director the following Monday. Then he told me he wouldn't talk to me because I contacted the Better Business Bureau. Why is that a 'deal breaker'? They don't return my calls for three days after telling me I have to absorb the full cost of a $3000.00 range and then wonder why I contacted the Better Business Bureau? This behavior just reinforces my belief that All Inc. deals in an unethical and deceptive manner.
I do not understand why it is a 'special order item'. The range we bought was exactly the range that we were shown on the floor. At the same time we purchased this induction range we purchased a microwave and washer /dryer that were exactly the same models that were shown to us on the floor. On the invoice it shows that these items, too, were 'special order items'. However, the salesperson told us that all those items were in stock. The salesperson also told us the range was in "the warehouse" and our order was delayed because of this. So what makes something a 'special order item'? If you say all items you sell are 'specials orders', then you are really stating that you have no return policy. Why not tell the customer that right up front? The salesperson never communicated this and instead the 'no returns policy' is disguised as a 'special order-no return item' that is printed on the invoice without any explanation. We assumed that if you are selling an item on the floor then it is not a 'special order', especially if it was never mentioned during the sale by the salesperson. If you are selling someone a $3000.00 appliance, why wouldn't you clearly explain the return policy at the point of purchase? This ethical business practice is done at both ******************. We were not given a return policy at the time we bought the appliances. Why hide this extremely important policy from the customer unless your intention is to deceive them? Please also note that in All Inc.'s response they never mention that the salesperson drew our attention to the invoice telling us that all our items were 'special order' at the time we made the purchase. Also, they never mention that the salesperson, ****, clearly explained their return policy from a document available to the customer at the point of purchase or from a return policy on their website. None of this happened and there is no return policy document at the store or on their website. We feel blindsided by a deceptive sales practice.
The customer service person told me that we can't return the range because it is electrical. This is absurd, since the majority of appliances they sell use electricity?
The fact is that All Inc. would not return my calls, would not work with me to make this right, even though we had bought a $1700.00 dishwasher (a month earlier), microwave and washer & dryer from them. Their return policy and business practices are confusing, deceptive and unethical. They do not understand their products and won't stand behind them.
It is confusing to me that All Inc. can say they appreciate my business and then in the same sentence state "there is nothing they can do with the range". How can you run a retail business without being able to handle returns? There can be no "customer satisfaction" when the relationship is one way. They "appreciate my business" but want me to get stuck with a product I'm not satisfied with, and won't work will me to find a reasonable resolution. All Inc. does not have an ethical return or exchange policy but they have created a deceptive mechanism to entrap the customer. When everything is called a "special order item" or is "electrical" then nothing can be exchanged or returned. On the delivery notice it states; "Authorized returns subject to a minimum 20% restocking charge". My question is then, if everything is a 'special order item' and is 'electrical', then what would be an "authorized return" and when could a customer return an item and pay a restock fee? No one explained this to us at the time of delivery. What is it exactly that you can return for a "minimum of 20% restock charge"? Bottom line, this is again deceptive.
It is both unethical and unconscionable that a retail company can be allowed to sell such high-end expensive alliances that are completely non-returnable, non-exchangeable or non-refundable. If the manufacturers of these appliances do not let the store return appliances it is a separate issue that needs to be addressed in the appliance retail industry, and should not be passed on to the customer. The customer should not have these costs passed on to them.
I don't believe that All Inc. should maintain an 'A+' rating with the Better Business Bureau. I still believe I should receive a full refund based on their deceptive practices.
Business' Final Response
This is in response to Mr. ******'s reply to the BBB dated 5/11/2013. In his first sentence, Mr. ****** states, "The induction range functioned in a manner that was not told to us by the salesperson, ****." He goes on to say, "It does not cook like an electric or gas range." Our salesperson, ****, did explain to the ******s how the induction cook top on the range cooked. In fact, we have a live induction cook top on display on our showfloor and **** boiled a pan of water for the ******s to illustrate the difference in induction cooking from electric or gas. Whether or not induction cook tops "perform as well as gas or electric ranges" is a matter of preference and opinion. Mr. and Mrs. ****** spent a fair amount of time on our show floor looking at ranges with our salesperson, ****. **** showed them several electric options that had a double oven capacity, and Mrs. ****** asked about induction cooking so **** showed them their options and demonstrated the induction cook top. **** gave the ******s all the information regarding several options so they could make an informed decision regarding their purchase. **** thought the ******s would tell him they were going to think about it, but instead Mr. ****** indicated he was ready to purchase the range with the induction cook top. Mr. ****** chose to buy the induction range after the differences, benefits and drawbacks for each product were explained to him.
In his letter, Mr. ****** inquires as to why this is a "special order item." As we explained in our first letter to the BBB regarding this matter, special order items are product we do not typically carry in our inventory. When Mr. ****** states **** told him it was "in stock," **** told him it was in stock at Electrolux, not in our warehouse. We have to order this product from the manufacturer when a customer purchases it. Most of our retail products are special order items because manufacturers make frequent changes to product lines and we want to be able to offer the latest and greatest to our customers. In addition, it would not be good business practice for us to maintain an inventory of product that may or may not be sold before it becomes obsolete. In an effort to keep our overhead costs down, so we can offer products at a competitive price to our customers, we special order many of the products we sell. Mr. ****** asks why we don't "tell the customer right up front" that we do not allow returns on special order items, when in fact we do. We also explained this in our first letter.
Mr. ****** writes that he felt blindsided by a "deceptive sales practice." He says he believes ALL Inc deals in an "unethical and deceptive manner." He says we do not have an "ethical return or exchange policy" and that we have "created a deceptive mechanism to entrap the customer." It was shocking for us to read those comments and we were taken aback as we read his reply. Mr. ****** was not tricked into buying anything. He was given more than enough information, including a product demonstration, to make an informed decision about his purchase. We put our policy regarding special order items and returns in writing to avoid any confusion. We gave Mr. ****** a copy of our written policy. Mr. ****** seems to be forgetting the reason we could not authorize a return for his range is that it has been used. We are able to authorize returns for special order items that have not been used. Unused product can, in most cases, be returned to the manufacturer, and those returns are subject to a restocking fee because we are charged a restocking fee from the manufacturers.
Mr. ****** has compared our policies to that of ****************** in both of his letters. He quotes their return policies and practices. ALL Inc is not a national company with national buying power. Rather, we are a local, family-owned business, who has worked very hard to achieve and maintain our A+ rating with the Better Business Bureau. Our business practices are not deceptive or unethical. We take time with each and every customer, we explain their product options, we work to find the best solution for their needs and budget, and we clearly state our policies in writing. Frankly, we take umbrage at Mr. ******'s accusations. It is clear he is dissatisfied and we have reached a stand-still. He has requested we take back his range for a full refund, and we respectfully have to deny his request for all the reasons stated in this and our previous response.