ComplaintsforAppliance Zone, LLC

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a part for our Samsung icemaker. The part didn't work, so we put our old part back in and I sent their part back to Appliance Zone. They said there were pieces missing and there was water inside the part. We did try to install the part, so there probably was some water inside the part. There were NO missing parts to our knowledge. My husband kept all of the thir parts separate from our old parts!

  

  Business response

  08/14/2023

  Conciliation Department, 
   
  We are responding to Complaint ID # ********* On July 5,2023 ***** ****** purchased a Brand New Unused Refrigerator Inlet Valve , Part # ***************
  
  On July 24, 2023 you filled out a Return form stating "The Wrong Part was Purchased" and signing the form agreeing that - "I understand that, if upon inspection my return does not meet the eligibility requirements that I have checked above and that are outlined in ApplianceZone.net's Return Policy, that I forfeit the part and am not entitled to a refund."
  
  You clearly state here in your complaint that you did install the part. You signed the Return Form agreeing that the part was not installed.  Our Policy states that parts are not returnable if they have been "plugged in" or if there are any visible signs of attempted installation. 
  
  When we received the Inlet Valve returned there was water inside of the valve. Also (1) Tank Water Line Lock and (1) IM Water Line Nut were both missing. We provided you with pictures showing the missing parts, we also included a video that showed there was water coming out of the installed valve. 
  
  We explained that we were unable to issue a refund as this did not comply with our return policy but if you would like the part back we would return it to you,  you would of course be responsible for the return shipping fee.
  
  This is the first mention of the part not working , the return form you filled out clearly states you purchased the wrong part. Needless to say the valve did not work because it is incorrect for your model # which you wrote on a copy of the Invoice you included in with the return. 
  
  Please understand we are not able to re-sell a part that has been installed and in this case with missing pieces to the part you returned and the fact that water was coming out of it when we received it there is no way we can, in good conscious put this part back in stock and sell it to another customer.
  
  Thank you

  Customer response

  08/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought some led ligthts for a fridge, they work only for a week. I tried to get a replacement for them but the website claim form does not work. I have tried several times to do this with no results. The phone number is just a recording and can not leave a message. I tried to get help thru my credit card company and now they send my information to a collect agency with double the amount that I actually paid. I do not have any documents except for the email when I placed the order online.

  

  Business response

  01/30/2023

  Hello,

  There are numerous ways to contact us via our website. We receive and answer ALL emails.. You claim our form did not work however you can simply contact us using other links on our website.We had no idea why you filed a chargeback with your credit card company, we did respond to them and they just returned the funds to you. Our terms & conditions that you agreed to when making a purchase on our website indicates if you file a chargeback without allowing us ample time (or at least contacting us in this case) to remedy the issue... You did neither and therefore because we shipped you a product and your money was returned unjustly by your credit card company we pursued collection actions against you for the cost of the product and now collection and attorney fees.

  We responded to your credit card, but again as most credit card companies do they just returned the funds to you, disregarding our policy and our agreement with you the customer. In order to settle this account and have it removed from the credit bureau and the collection agency a payment to us for $194.18 will cease collection actions against you. If the payment is not made, the collection agency will continue to pursue collection actions and ultimately a judgment will be entered.

  Sincerely,

  *** ***** 

  CSR Manager

  Appliance Zone

   

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Regards,
  
  ******* ***** ******

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of four stove top Knobs for a Jenn Air cooktop stove from ApplianceZone.net. They arrived and should be the correct product for the stove but they do not fit so cannot be used. I called a number ************ for the company which now has a full answering machine. She said she would call back but never did. I also emailed with no response. I want to return the product for a refund but I cannot make contact with anyone to do so. I think the product is a cheap knock off hense the reason it won't fit. This is not a reputable company with good business practices. It would be much appreciated if you can help me return the product for a refund.

  

  Business response

  01/27/2022

  January 26, 2022
  
  Conciliation Department, 
  
  We are responding to Complaint ID # ********. We have received no calls from ****** ******. The Phone # mentioned here is an appliance store in Delaware and in no way affiliated with our company.  

  
  We are an Online company, all of our customer service is handled via email. We can be reached anytime though our website on our "Contact Us" page   ***************************************** .  
  
  We have reviewed our emails an see that Mr. ****** sublimated a warranty claim on January 18, 2022 because he had purchased knobs which did not fit his unit. This email was replied to and he was directed to fill out the Online Return form so that he could receive a Return Authorization to return the order, This is an automated form and the system would immediately email him the information to return his order. We see that Mr. ****** never filed the Online Return form. 
  
  If Mr. ****** still needs to return his order he can go you our Return Page on our site   *********************************************  , there he can fill out the Return Request form . This will send Mr. ****** an email with the complete instructions to return his order. 
  
  Once the warehouse receives Mr. ******** return a refund will be issued 
  
  
  If you have further Questions please let us know.
  
  Thank you
  

  
  

  Customer response

  01/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The part cost $28. They want a 20 % restocking charge plus me paying to return the product with no guarantee that they will refund anything since I had to open it in order tr find out it would not fit because it is a poor quality part that is not manufactured to the correct tolerances. I would not purchase anything from this company.
  
  Regards,
  
  ****** ******

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a replacement part to my Frigidaire washer and some extra parts too. Not only did they claim to have shipped out my package, but they even gave me a tracking number. However the package was sent to Mississippi when I live in New York. The confirmation email even says that it’s shipping it to my address. It says delivered to Nesbit, MS as it’s final location. They sent it to the wrong place and when I went on the website to email or call, there’s not even a contact or anything. I paid $29.45 and placed the order on November 23. The order number is ********. I’ve waited 3 days already after is says delivered to no avail.

  

  Business response

  11/29/2021

  Complaint ID: ********
  
  Conciliation Department, 
  
  We are responding to Complaint ID # ********.

  *******, your package is still on it's way to you, the tracking # assigned to your order was a result of a USPS issue with reassigned tracking numbers which happened on the day you placed your order last week. You should receive your order in the next 1-3 days (On time) If you look at the tracking # you received you will see that was for an order delivered on Aug 7, 2021 and is definitely not your order. Sorry for the issue caused by USPS.
  
  Thank you 
     

• Initial Complaint

  06/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $88.75 for a part for my refrigerator on November 18th, 2020. The order number is #********. The part number is ******* and the SKU is *******. I have not received the part and I have tried contacting Appliance Zone via email and phone without a response. I would like my money back if they are not going to ship the part.

  

  Business response

  06/07/2021

  ********* *** ********
  
  June 07, 2021 
  
  Conciliation Department, 
  
       We are responding to Complaint ID # ********. All customer service is handled via email. We have checked our records and have received no emails from Ms. ********. We do show this order was cancelled due to product being out of stock and a refund issued. Ms ******** may want to contact her Credit card for more information regarding this.
  
  Thank you 
       
  
  
  

  Customer response

  06/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Per your suggestion I called my credit card company and they confirmed there was never a return payment. I have attached my credit card statements from November- January to indicate such. The December statement has the transaction from November 18th on it, but as you can see it was never returned. I can provide statements from February-now if more evidence is needed I never received the $88.75 back. ]
  
  Regards,
  
  ****** ********

  

  Business response

  06/17/2021

  June 16, 2021 
  
  Conciliation Department, 
  
   I'm sorry, we show this order was cancelled due to product being out of stock and a refund issued. Ms ******** will need to contact her Credit card regarding this.
  
  Thank you 

  Customer response

  06/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [AGAIN- PER YOUR SUGGESTION I called my credit card company and they confirmed there was NEVER a return payment. I have attached my credit card statements from November- January to indicate such. The December statement has the transaction from November 18th on it, but as you can see it was never returned. I can provide statements from February-now if more evidence is needed I never received the $88.75 back. I do not accept your response that a refund was issued BECAUSE I NEVER RECEIVED ONE AND I HAVE THE DOCUMENTATION TO PROVE IT. Do you have documentation to prove a check was issued or a refund accepted? How do you have this proof and I am still out $88.75? This is the EXACT SAME response I received before. ]

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

*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. ↩