ComplaintsforMasters Wholesale

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My contractor and I purchased approximately $40,000 worth of appliances from Masters Wholesale for a new construction single family home in the summer of 2022. It took just about 6 months for everything to come in and when it did, one of the items - an undercounter refrigerator - was the wrong item. MW originally said they would swap it out for the correct item, which they showed as being in-stock, and I agreed. The promised delivery/pick-up date came and went with no communication and no action. I was then told that the replacement item actually wasn't in stock and that it would take a couple more months to get. At that point, after so many delays and poor communication and lack of resolution overall, I asked them to come pick up the wrong item and issue me a refund. It's now been almost two weeks since they picked it up and I haven't received a refund - almost $3000 - for it. Emails and phone calls go unanswered. If resolution via BBB doesn't work I will take legal action.

  

  Business response

  05/19/2023

  We refunded the money to the customers credit card account on 5/9/2023.  There was an issue with Accounting not receiving the refund paperwork timely.  This has been corrected and the account now has a zero balance.  We are very sorry it took so long to get the refund to you.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchasing new appliances for my home. I started working with sales person at masters wholesale in march of 2022. My wife and I was shown kitchen aid products that we liked and want to purchase, ******************* sales person took all our information and started to check on time of arrival. He said that he could not order at this time due to shortages of products and would call ** when they became available. Over time we made contact with ******************* to see if units were available, double oven, cooktop and dishwasher. After several contacts and stopping by numerous times, almost a year later.On February 25, 2023 we stopped by masters wholesale and ******************* was there and greeted ** with good news that the units have become available and gave ** a final cost estimate and time of arrival in writing. Estimate is good for 30 days from 2-25-2023 total estimate $6513.04 *** also gave ** a contact number for the installer that he recommends to measure for and install our appliances, **********************We contacted Masters Wholesale Appliances 3-17-2023 to place order and were told by new sales person that he needed to talk with manager and would call ** back, on march 20th he emailed ** a different estimate of $7592.93 with a different and down graded dishwasher. Our complaint is that they are breaking their written contract by changing price and down grading dishwasher. I have all documents but I am unable to upload Sorry. I want them to honor their estimate of $6513.04

  

  Business response

  05/03/2023

  The customer received an erroneous quote at first.  It was adjusted as it was input in our system.  We realized the error and communicated with the customer that we will honor the original quoted price just before we talked with him.  He said he was going to contact the BBB to retract the complaint.  He came in the next day and paid the deposit for his order.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vent hood in October 2020. It was the wrong size sent. Waited 2 months for another. The hood arrived and the installer came to put it in. The installer drilled holes in tile backsplash. The chimney cover wasnt wide enough for where the anchor holes were placed. The installer said I needed a different hood. Masters didn't return phone calls or emails for 3 weeks. When they did call, they explained that they couldn't keep ordering them for me and I would be subjected to a restocking fee. I have emailed and called. The company doesn't respond. I would like the entire amount for the vent refunded.

  

  Business response

  10/01/2021

  I did receive your message and we are looking into this.  Our company changed ownership in April so I am checking with both previous and new owner to track down this refund.  I will let you know as soon as I find out. 
  
   
  
  Have a wonderful weekend.

  Customer response

  10/03/2021

  I am rejecting this response because:I have been in limited contact with ***********************.  She doesn't return phone calls or e-mails.  As a manager, her customer service skills are lacking.  Masters Wholesale has had my funds for a year.
  

  

  Business response

  10/26/2021

  I apologize for the delay in getting back to you.  It seems like the paperwork on our end never shows we received the 2nd hood back from **************.  I am going to assume this was an error on our part and the new owner will be issuing a refund check to the customer.  I will contact ************** and let him know that a refund will be processed and it usually takes ***** days.  Please let me know if you have any further questions.

*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. ↩