Complaints

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:12/26/2024

  Type:Product 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.

  Ordered part for my stove and even entered the model number of the stove and the part number requested. Paid $19.45, The part arrived but did not fit. They told me I needed a part from another company. I had to send the part back to them at a cost of $5.50. Appiance Zone refunded $12.50. They sent the wrong part and I had to pay. This constitutes theft by deception. So I paid $24.95 and got $12.50 back. Its a small amount but it feels like daytime robbery.

  

  Business Response

  Date: 12/26/2024

  Hello,

  We issued a refund for this part that was returned on 12/23/2024, the refund is below.

  I would like to add that we explained to the customer that he did not enter his model number on our website and get the wrong knob results, he must of done that on a 3rd party website and eventually made the purchase at our company for the wrong knob. We also sent him a screenshot showing his model did not return any parts on our website because we simply do not carry any parts for his appliance, therefore we did locate the correct knob for him at a competitors website and sent him the info for that so he could get the correct part.

  Refund from Appliance Zone, LLC.
  
  Receipt #*********
  
  
  Refunded
  $12.50 Date issued
  Dec 23, 2024, 12:49:39 PM Refunded to
   - 1309
  

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is basic daytime robbery.  I understand it is a small amount but it is the principle of telling me this is the correct part and then not returning my money. Its a horrible way to do business. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:05/28/2024

  Type:Product 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 won a *****l dispute with ApplianceZone because they sent me a defective ice maker. I purchased a different one from a different company through ****** after ApplianceZones did not work. I then installed the new ice maker from ******, and shipped the defective one back to ApplianceZone in the box I got from ****** (since it fit perfectly). ApplianceZone is now claiming I sent them the wrong ice maker because it has ****** logos on the box??? They took me to collections, I am not paying.

  

  Business Response

  Date: 05/28/2024

  The customer returned an icemaker to us that was not sold or shipped by us. It was a brand called ******* which we have never carried or sold. We also noted this icemaker was returned to us with one of our competitor's name and address on the box it had their return address of Pennsylvania on the box and their label inside the box (we are located in Indiana) We did not receive the icemaker back that we sold to you and shipped to the customer. Even though *****l awarded the claim to the customer, all they can see is a tracking number showing they returned the item to us, they have no idea what was returned, this is the only reason the claim was awarded to the customer. After this went to a 3rd part collection agency the customer contacted us stating they returned our icemaker in our competitor's box but per our policy we must receive back our item and that includes the original manufacturer packaging.

  The way this should of been handled is if the customer did receive an icemaker from us that was not working, they should of contacted us so we could replace that part under warranty, instead the action taken was the customer purchased another one from a competitor which seemed strange, then filed a dispute with *****l to get a full refund having not yet returned the icemaker to us, it was only when *****l informed the customer that they had to return our icemaker to us that they sent an icemaker back that was not even ours to begin with, it even had a return label inside of a shipping company located in Pennsylvania (we are located in Indiana) After reviewing the past claim and how it was handled our company turned this account over to a collection agency.

  I do apologize for this coming to this but please understand from our point of view we received an item back that we do not sell, cannot resell, and have no recourse with our manufacturer for reimbursement and the customer had already been issued a full refund.

  Customer Answer

  Date: 05/28/2024

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

  I ordered a different ice maker through ****** because ApplianceZone was being difficult with the original return, and would not send me a replacement without fees in a timely manner. It's laughable that they think I should save the cardboard box an icemaker came in for months.

  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:08/14/2023

  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 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

  Date: 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 Answer

  Date: 08/21/2023

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

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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,
  
  
  
  ******* ***** ******