Complaints

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

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  Christie's Appliance, LLC

  3141 E Fort Lowell Rd Tucson, AZ 85716-1614

  
• 

  Christie's Appliance, LLC

  6355 E Broadway Blvd Tucson, AZ 85710

  
• 

  Christie's Appliance, LLC

  7250 N La Cholla Blvd Tucson, AZ 85741-2352

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Speed Queen ****** purchased 2.9.25, delivered the following week. Model TC5003WN.I had first purchased a Speed Queen on January 17th Model TR5003WN as I wanted something that had the option of a small medium large load. I am a senior who lives alone and this was important to me I opted to wait as I was told the shipment was due on one of 2 dates (1 to 2 weeks later). I called the store weekly to check for deliveries. After almost a month and still without a washer, I went into the store to check and was told they had a TC5003WN in the warehouse and that it was auto load that would adapt to the amount/weight of clothing loaded into the machine. I was very excited about this as I would finally have a washer even though it was not a manual dial, but auto. That seemed fine to me.Once it was delivered, I began doing my laundry without thinking about load size until one day I decided to open the lid and throw in a small extra item. To my surprise the washer did not have enough water to accommodate the amount of items loaded. I did not put it on full fill as it was not a full fill amount of stuff. So I decided to next do a small load. That is when to my stupidity, realized the washer filled with the same amount of water regardless of the amount of clothing I put in. I called Speed Queen and was told the auto load on that machine does not adjust to small loads. It fills to one level unless you choice full fill. I then called Christies and they sent a repair man who confirmed what Speed Queen told me. I again called Christies and asked to speak to a manager who told me that Auto load adjust to the load and Speed Queen has some guy on a computer who doesn't know. I looked this model up on line and discovered that it is infact is auto load machine that does not accommodate small loads. If I had been told this when I purchased the machine I would not have bought it. I am always concious of wasting water. I found the manager to be extremely rude and I am disappointed.

  

  Business Response

  Date: 04/10/2025

  We're sorry to hear about your disappointment with the Speed Queen TC5003WN washer and appreciate the chance to clarify.
  This model does include an Auto Fill feature, which operates in multiple stages. During the first step of the cycle, water fills to a minimum level pre-programmed for the selected cycle. Once the wash step begins, the control system senses the load. After sensing, the washer may add more water to optimize wash results. If the cycle is pausedsuch as opening the lid to add more itemsthe sensing process will restart, and the washer will again determine if more water is needed.
  It's important to note that when using the Normal Eco cycle, the machine will fill to 9 inches (approximately 13 gallons)this is the least amount of water the machine uses unless Full Fill is selected. As Speed Queen confirmed, the TC5003WN does not allow manual selection of small, medium, or large loads like older models, and the water level will appear consistent regardless of a light or heavy load unless Full Fill is chosen.
  We understand you initially waited for a different model and ultimately accepted the TC5003WN after an extended delay. We regret that the differences between the models werent made clearer at the time and that this led to frustration. Our technician did confirm the unit is operating correctly per the manufacturer's design.
  Regarding returns or exchanges, our signed Terms & Conditions state that all return requests must be made within 24 hours of delivery and that used appliances cannot be returned or exchanged.
  Were sorry your experience with our team did not meet your expectations and appreciate your feedback. It will be shared internally to ensure we continue improving our communication and service.
  Sincerely,
  Christies Appliance ************* Team

  Customer Answer

  Date: 04/17/2025

  As you will note, according to the letter attached from Alliance regarding Model TC5003WN (Speed Queen) the washer does not adjust to small loads and infact offers no capacity to do so. Uppon purchasing the machine, I was not given this information, but was told that it did. Under the circumstanches I believe that I should receive a cash compensation of no less than $300 or an exchange for a Speed Queen that offers the option of washing small loads.

  I have been living in AZ for 8 years and upon remodeling my house here, I purchased all of my applicances from Christies. I have always admired the knowledge of their sales team as well as their company. Unfortunately that fact no longer exists. If you want to accept my offer to commpensate me in some manner (see above) that would be fair. If not I will be very disappointed, and will understand that the integrity in which Christies obce operated o longer exists.

   

  ***** ******

  

  Business Response

  Date: 04/17/2025

  Dear Ms. ***************** you for your follow-up and for sharing the additional documentation. We sincerely appreciate your longstanding support of Christies Appliance and understand your frustration regarding the differences between the Speed Queen washer models.
  As previously noted, the TC5003WN model does include an Auto Fill feature, which is designed to operate as described by both our service technician and the manufacturer. While it does not allow manual selection of small, medium, or large loads like some earlier models, it is functioning as intended per Speed Queens specifications. We recognize that this feature did not meet your expectations, and we regret that the distinctions between the models were not made clearer during the sales process.
  While we truly value your loyalty as a past customer, we must adhere to the policies outlined in our signed Terms & Conditions: all return requests must be submitted within 24 hours of delivery, and used appliances are not eligible for return or exchange. The washer has been used and is not defective, and our technician confirmed it is operating correctly. Based on this, we are unable to accommodate your request for a return, exchange, or financial compensation.
  We are sorry that this experience has impacted your view of our company. We always strive for transparency and excellent service, and well be reviewing this situation internally to identify where communication can be improved in the future.
  Thank you again for taking the time to share your feedback.
  Sincerely,
  Christies Appliance ************* Team

  Customer Answer

  Date: 05/06/2025

  I was able to attach letter to this email - but could not do so on my last note to you. I am not surprised that Christies will not provide any compensation. I will send a complaint over to attorney general's office or consumer protection.  I would just hope to get my message out that Christies was not very nice misleading me when selling me my machine so that others will not be subject to the same situation. And probably continue wasting lots of water when washing a small load.

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 02/13/2025

  We understand your frustration and appreciate the opportunity to clarify the situation. Your Speed Queen dryer is covered under a 5-year parts and labor manufacturer warranty. Each time we have been dispatched to your residence, we have contacted Speed Queen for guidance to ensure proper service.
  During the last service visit, our technician shortened the vent hose and adjusted the unit, confirming that it was operating correctly. As per Speed Queen’s instructions, we advised you that if the issue persists, you will need to contact Speed Queen Customer Care at (800) 552-5475 for further assistance. This is the process Speed Queen has outlined for warranty support beyond the adjustments we have made.
  We value your business and want to ensure your dryer functions properly. Please reach out to Speed Queen’s Customer Care team for the next steps, and let us know if there’s anything further we can do to assist.

  Thank you

• Initial Complaint

  Date:10/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want the business to finish the job. In April of this year, I bought a new washing machine specifically to replace the one that broke.. I was told by the sales person that a new washing machine would stack vertically underneath my dryer, as the previous one had. ( my washing area is arranged with shelves for this specific vertical arrangement.) When the appliance was delivered, there was Only one service man, and he said that he was unable to safely lift the old dryer on top of the new washer. Being an RN, I am all about Safety and I expected to hear back from the company within a few days.
  Then, in the next month, there were several tragedies in my family, which I won’t go into here. (I would absolutely be glad to tell BBB The nature of the tragedies, if that would help towards resolution .) I am not seeking sympathy . I am sure this is inconvenient for the company to have this lag in time until I called today; however, I think they share responsibility to follow up. That is what the delivery person told me to expect, , After he was unable to complete the job. I do not want damages, I just want a vertical arrangement of my washer and dryer. I have been using this company for two households for decades and they have a reputation to uphold. . I expected them to immediately agree to fix this problem for me. Instead, a man named Vince McGailan (sp?) Just told me on the phone that they could do nothing for me, that I would have to simply buy a new dryer. This is unacceptable.
  Thank you for reviewing this complaint. I think it is valid and reasonable to expect the company to safely install the product for the use and arrangement. I specifically asked for. And it’s I write this, I’m pretty certain that they wouldn’t try to pull this on me if I weren’t a woman .
  Thank you.
  PS. I am unsure how much I paid for the new washer or for the old dryer for that matter giving the company my name and phone number, they were easily able to find my transaction in their computer.

  

  Business Response

  Date: 10/29/2024

  Thank you for bringing this matter to our attention. We appreciate your loyalty to our woman co-owned business over the years and understand the importance of ensuring your laundry arrangement is safe and functional. We apologize for any confusion regarding the installation and are here to clarify the requirements for stacking your washer and dryer.
  
  Upon review of your account and equipment specifications, it appears that your current dryer is larger than the newly purchased washer. Unfortunately, this size difference prevents the dryer from being safely stacked on top of the washer. Safety standards prohibit us from completing a stackable setup when the dryer does not securely fit over the washer, as it could pose a serious hazard. Our technician made this determination during the initial delivery and installation, which is why the setup was not completed.
  
  In these cases, to achieve a stacked arrangement, a new, compatible dryer would be necessary. We recognize that this may not have been the outcome you were expecting, and we apologize if our explanation fell short.
  
  Our team is committed to ensuring every customer receives the highest quality service, and we welcome further communication should you wish to discuss options for a compatible setup. Thank you again for your feedback and understanding as we strive to maintain safety and satisfaction in all our installations.
  
  Sincerely,  
  Kara Boucher

  Customer Answer

  Date: 10/30/2024

  I don’t accept this response, because the person who sold me the new washer at Christie’s on Fort Lowell assured me that it was compatible for vertical stacking with my current dryer. I shared pictures. I shared model numbers. Surely this was not your best employee (And you can see who it was by checking the records) - But he did represent your company.   His advice was wrong, perhaps in ignorance or perhaps a lie, in order to have a quick sale.  Regardless of the motivation, surely this isn’t in concurrence with your company values about Customer service.  This lack of accountability for employee behavior, for employee statements of compatibility of appliances, is not OK.

  

  Business Response

  Date: 10/30/2024

  Thank you for your feedback. We strive to uphold our commitment to integrity and quality service in every interaction, and we understand that our response may not have fully met your expectations. Our priority is to provide honest, accurate recommendations that ensure customer safety and satisfaction. Due to safety constraints, stacking your current oversized dryer on the washer is unfortunately not an option. The safest solution to meet your needs would be to purchase a dryer that is compatible with your washer model.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Frigidaire stove the oven quit after 2 months. Christie's sent out tech. Could not fix hr was here 2 hours.. tech ordered new and more parts.
  Needed to say I'm still waiting parts ..
  I explained that Easter dinner was at my house.. all they said sorry.. I ask for a loaner stove , new told me that is not allowed.. so to say I'm still waiting on parts. Another 2 week.. I just want my stove replaced.

  

  Business Response

  Date: 04/09/2024

  We are sorry for the inconvenience you have experienced with your Frigidaire range. The range comes with a one-year limited warranty that covers all costs for repairing or replacing any defective parts due to material or workmanship issues during installation and use. On March 15, our service technician visited your home to diagnose the unit since it wasn't heating. Multiple parts needed to be ordered from Frigidaire, but one of the parts is currently unavailable due to backorder from the manufacturer.
  
  We have already contacted Frigidaire's escalation department on your behalf, and we have created file number 87167460 for this issue. The file has been forwarded to the Frigidaire Backoffice for further review, and they have requested us to wait for 5-7 business days to complete the review process. If you have any questions or concerns, please contact the Frigidaire Customer Engagement Center at 800.374.4432 and reference case # 87167460. We will keep in touch with you and Frigidaire within the next 5-7 business days once we hear back from Frigidaire.
  
  Thank you,
  John Ramos
  Service Department Manager
  520.326.7129
  

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a dishwasher on 12/27/2023 from Christie’s with pure excitement because we could get the dishwasher delivered and installed within 2 weeks. We ran the dishwasher the first time to realize our water line was cracked and had to have a technician come out to fix it. After a week of running the dishwasher we realized a lot of steam coming out of the bottom of the dishwasher causing damage to our cabinets and water on the floor. Another technician came out to fix the door. The weather stripping was damaged After only a couple times of running the dishwasher we noticed the top of the dishwasher was cracked. We took a video down to the store only to be told they would review it and let us know if they would cover it. After no communication a week later we go back to the store to be told they will not replace it. We broke it. So we have a new dishwasher that has been ran all of maybe 10 times and we have to fix it

  

  Business Response

  Date: 03/14/2024

  Date: 3/8/2024
  To Whom It May Concern,
  Subject: Response to BBB Glenn Rawls
  Dear Mr. Glenn Rawls,
  Thank you for your correspondence regarding the GE dishwasher model PDT755SYRBFS you purchased. We take all feedback seriously and aim to resolve customer issues with fairness and integrity.
  Upon thorough review of the service history and the recent communications regarding the damage to the dishwasher, we have reached a conclusion based on the facts at hand. The inner door replacement was completed on 2/27/2024, with the part in question thoroughly inspected and found to be in perfect condition prior to installation. Our technician verified the integrity of the part and the quality of his work post-installation, which was subsequently confirmed by your signature.
  As per our warranty terms and service guidelines, damage that occur post-installation are not covered unless it is attributable to a defect in the part or workmanship. In this case, the evidence strongly suggests that the damage to the inner door occurred after our technician’s visit, as such a noticeable dent would not have escaped the rigorous checks performed during the service.
  In our commitment to uphold the highest standards of service, we must also maintain the integrity of our processes. Therefore, we cannot assume responsibility for damages that are not a result of our parts or services. Should you wish to proceed with repairs for the damage described, we can certainly provide that service, however, the costs will not be covered under the warranty and would be the responsibility of the customer.
  We understand this may not be the resolution you were hoping for, and we empathize with your situation. Yet, we must stand by our service team’s findings and the terms of the warranty under which the appliance is covered. Our customer service team is at your disposal should you have any questions or decide to schedule a repair service. Please contact us at ************ option 2.
  We value your business and are committed to providing quality products and services. Thank you for bringing your concerns to our attention.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wall-mounted oven and it was supposed to arrive and be installed by Jan 28th. On Jan 29th I received a call saying the oven couldn't be installed until feb 21st. They have had my money for almost a month and I have no oven to use for cooking. It is costing us bad reviews on our AirBnb account because the oven belongs in that unit. We want the oven installed ASAP.

  

  Business Response

  Date: 02/12/2024

  We are sorry for the delay in delivering and installing your wall oven. Our General Manager, Marc, contacted you on February 9th, 2024, and rescheduled your installation for Wednesday, February 14th, 2024. We appreciate your patience and look forward to the opportunity of working with you again.

  Customer Answer

  Date: 02/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21257555, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Karen Wenrich
  
  
  
   
  

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 27, 2023 we purchased a new GE Refrigerator (plus 4 other new appliances) from Christies appliance on Fort Lowell in Tucson, AZ.
  On November 11, 2023 the refrigerator was delivered, it was both broken mechanically and severely dented. So they loaded it back in the truck and promised to deliver another one in a couple of days.
  On November 13, 2023 they delivered the replacement. It too was dented in two places, on each of the upper doors. They said they would install it and get the doors replaced. But when they installed it they decided it was too badly damaged and it too would need to be replaced.
  So we called our sales rep “Vince” and told him we had lost our confidence in GE Stainless Steel refrigerator’s ability to avoid getting dented. We asked him to replace it with the Whirlpool model and we’ll pay the difference, about $430 more. He said he couldn’t as they had sold out of the Whirlpool model. We then asked them to refund us our money and come pick up the GE refrigerator. He refused to do it and said they would send out another GE Profile Stainless Steel refrigerator. I asked to speak to the manager and he said he was the manager. We felt we had no recourse but to accept the replacement.
  Now just over two months later the ice maker has stopped working. The water supply is working but the ice maker is not. It just keeps making a banging sound. Christies Applaince said they’ll send out a repairman in 3 days to look at it.
  Again I asked them to just replace this crappy refrigerator. They gave me the run around. I had to talk to the sales rep, the sales department sent me to the warehouse manager who was very rude and short with me, telling me he has no authority to replace it and i should be speaking to the sales department, the same people who sent me to him. All excuses and no one willing to take any responsibility. I just want Christies Appliance to replace this GE with a Whirlpool Refrigerator and I’ll pay the difference. That seems fair.

  

  Business Response

  Date: 02/01/2024

  Dear BBB, 
  
  I am writing in response to a consumer complaint received by your office regarding services provided by our company, Christie's Appliance, concerning Mr. Donald Green's refrigerator.
  
  According to the details provided, Mr. Donald Green contacted our appliance service department on January 22, 2024, reporting an issue with the icemaker in his refrigerator, which was delivered on November 18, 2024. Due to the operational constraints of our service schedule in his area, Mr. Green was scheduled for service on January 25, 2024.
  
  Upon inspection and service by our technician, a new icemaker motor was installed, and the functionality was tested and confirmed to be in proper working order. It's important to note that Christie's Appliance is a factory-authorized service provider, and our actions adhere to the manufacturer's warranty terms, which become effective upon the delivery of the appliance.
  
  As stipulated in our terms and conditions, outlined in the attached customer's invoice, the need for service does not inherently authorize Christie's Appliance to replace or credit towards a new appliance unless explicitly stated otherwise. Mr. Green, like all our customers, acknowledged and agreed to these terms upon signing.
  
  Additionally, I would like to highlight a previous interaction with Mr. Green wherein we demonstrated goodwill by replacing a refrigerator with cosmetic damage on November 18, 2024. Typically, Christie's Appliance would address such issues by replacing damaged panels, but as a courtesy, we provided Mr. Green with a new unit.
  
  We take all consumer complaints seriously and strive to provide exemplary service to all our customers. If there are any further questions or concerns regarding this matter, please do not hesitate to contact me directly at *****************************
  
  Thank you for your attention to this matter.

  Vincent Margaillan

  Store Manager

  Christie's Appliance

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a GEMonogram 36” built in refrigerator on 11/2/2023 for $7998 and also paid $300 for delivery and installation. The salesman stressed we should add the Allstate 5-year insurance since the GE one was only 1 year limited and 2 year for the compressor. After delivery of our refrigerator I read the warranty in the paper work stating the limited warranty was 5 years and the compressor 6 to 12 years. I went to Christie’s store the next day and told our salesman we did not want the added insurance because he had gave us incorrect information. He acknowledged he had but could not refund our $419 charged now.
  The other purchase we made was a Monogram dishwasher for $2100 plus $149 delivery and labor even though it was brought with the refrigerator. The installers refused to install it because of corrosion so we would have to have a plumber fix that so left the dishwasher in our garage.
  Next Christie’s stated we had not verified the distance from the sink to the dishwasher so charged us another $99 trip fee and $70 for a longer hose.
  I am requesting the added insurance policy be cancelled and our $419 be refunded. The dishwasher second delivery charge also be refunded as well as the longer connection hose charge of $70. This we feel is very reasonable considering our large purchases.

  

  Business Response

  Date: 11/30/2023

  We would like to extend our sincere apologies for any inconvenience you may have encountered during your purchase with Christie's. We have taken appropriate steps to address your concerns and provide a resolution to the matter at hand. 
  
  Our General Manager, Marc, had a conversation with Ms. Cox earlier today and has decided to issue a refund for the Allstate 5-year extended service contract. Please be informed that a credit will be made available within the next three business days. We would like to clarify that Mr. Guerrero also explained the store policy to Ms. Cox, which stipulates that re-delivery and additional installation charges were necessary for the dishwasher installation. This policy was duly signed by the customer at the time of purchase. 
  
  We are glad to report that Ms. Cox was satisfied with the refund of the extended service contract. We value your patronage and hope that this matter has been resolved to your satisfaction. Please do not hesitate to contact us if you have any further concerns or require additional assistance.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: October 24, 2023
  Amount Paid: $1,204.40
  Invoice Number: B00015238
  Ability to Return Item
  I visited the Broadway Store several times as I was redoing my kitchen. I spoke to 2 different salespeople about the appliances I was purchasing. When I finally made a decision I purchased a downdraft fan I was assured I had 30 days to return it if needed. I questioned a stamp on the invoice and was told to not worry about it it was standard and my item could be returned. I ordered the item. When it arrived I was told to go to the Fort Lowell location to pick it up. When I picked it up the employee there also assured me I had 30 days to return it. On all occasions I had another person with me that heard me get reassured numerous times by numerous employees that I could return the item. When I got the fan home I found out it would not work with my appliances. (The appliances the sales person knew I was looking at!) I called to see where I needed to return it only to be told they do not accept returns. I asked to speak to the manager. I spoke to Brett the store manager and explained the situation he said they just don’t accept returns on ordered items. I asked to speak to his manager. Brett called me back the next day and told me the district manager would not be calling me back and they would not be accepting the return!

  

  Business Response

  Date: 11/21/2023

  Store Manager, Brett, spoke with the customer and authorized a exception for return with the following requirements:
  

  1.  Unit must be returned in its original packaging.
  2.  Unit must not have any damage, scratches, dents, etc.
  3.  All hardware, registration card and any other materials must be included.

  Should any of the above requirements not be met, the return will not be authorized.

  Thank you
  

• Initial Complaint

  Date:10/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a dishwasher from Christie’s, our final purchase from this company.
  We had the dishwasher delivered to our home.
  The installer stated that a valve underneath the sink was leaking and if not repaired the warranty would be void.
  The installer Gabriel stated they would leave the dishwasher in our garage and come back Monday to finish the install.
  I had to have a plumber come out on Sunday to fix the leak.
  When I called to reschedule our installation I was informed another delivery charge would apply, mind you to dishwasher is in our garage.
  We were told by our salesman Jonathan that this was written in our contract.
  I would like to amend the contract and charge Christie’s Appliance a storage fee equal to our redelivery fee as discussed above.
  I would appreciate the help of BBB organization to keep this unfair practice from affecting any future customers, as they have lost any future purchases from our family after many years of purchasing there purchases and utilizing their services.
  Thank you,
  Dr. Edmund Krasinski Jr.

  

  Business Response

  Date: 10/19/2023

  We apologize for any inconvenience you experienced. However, during the installation of your dishwasher, our technician was unable to properly install it due to your existing plumbing. As a result, we had to leave your product in your garage until you had the chance to fix the plumbing issue. Also, we had to reschedule the installation, resulting in a $49 drop-off charge.
  
  We would like to bring to your attention that we implemented a Customer Requirement Policy due to the rising expenses, including gas prices. The policy states that if any product is returned, cancelled, rescheduled, or modified due to incomplete customer requirements listed in the Terms & Conditions of the sales invoice, a 25% re-stocking fee (not eligible in this case) plus re-delivery/install charge (in your case the amount is $49) will apply. At the time of purchase, all customers are required to sign the invoice, confirming their acceptance of the full Terms & Conditions. As you can see in the attached document, Mr. Krasinski signed the terms & conditions at the time of purchase (see page 4). We want to emphasize that this is not an unfair practice, as many businesses in Tucson have also been forced to increase prices or implement additional policies to cover costs. 
  
  We value your business and appreciate your understanding of the policy you agreed to at the time of purchase.  We hope you can appreciate the importance of adhering to our policies and procedures, as they are designed to ensure customer satisfaction and maintain the high standards that we are known for.