ComplaintsforGardner

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Kenmore vacuum from Amazon on August 7, 2023, total cost was $184.01. The vacuum quit working at the end of February 2024. I submitted a replacement form with a photo of the cord cut per their request on March 1, 2024 I was told to allow ***** business days to receive the replacement vacuum. I requested an update on April 3, 2024, when I was told the unit was on backorder, and no date was given on when I would receive it. I have emailed multiple times requesting a refund and no one is responding to my emails anymore.

  

  Business response

  04/22/2024

  ****, please accept our sincere apologies regarding your experience with our organization.

  We have reached out to the manufacture of the vacuum to investigate the delay. It looks like the unit was indeed on backorder when this process first began. 

  I have confirmed that a replacement unit is on the way from the manufacture. the unit is shipping Fed-Ex and the tracking number is 273646214192 . 

  Again, please accept our apologies, and if we can be of any further assistance please reach out. 

  Thank You 

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Filling out Warranty Paper: 11/22/23 Business Involved: Gardner, Inc Initiated Warranty Replacement: On 11/22/23, I filled out and sent the warranty paper to Gardner, Inc for my vacuum. Confirmation Email: The business committed to providing me with a replacement unit, as confirmed in the email received on 12/7/23. The email stated, "We have processed your request on order (**********). Please allow 15-20 business days to receive. The replacement unit will have the remaining warranty from the original date of purchase." Nature of Dispute: The dispute arises from the extended delay in receiving the replacement unit. Despite the initial confirmation on 12/7/23, I have not received the replacement as of 01/09/24. The lack of specific information and the ongoing delays have caused significant inconvenience. Efforts to Resolve the Problem: I have contacted the business multiple times via email on 12/20/23, 12/28/23, and 01/05/24, expressing my concerns and seeking updates on the status of my order. However, the responses provided have been generic, mentioning the transition to a new ERP system and backorder issues, with no concrete information on the resolution process or estimated timeframes. Order/Reference Number: The business provided the following reference number for my order: **********.

  

  Business response

  01/11/2024

  *******, first let me offer our sincere apologizes for your inconvenience of not having a functioning vacuum. 

  The response you received was correct that we are in the middle of switching our business systems after 25+ years with the old one, but this is no excuse for you not receiving a satisfactory resolution.  

  Upon investigation, we are out of the replacements for your particular model number. We have reached out to the manufacture to secure a refund on your unit.

  Their policy is to cut refund checks once a week. They have committed to us that a refund for your unit will be issued next Wed. 1-17-2024. From that point, please allow average mail time of 5-10 working days to receive the refund check in the mail. 

  If that time elapses, please reach out to our customer service dept. manager referencing this BBB complaint. 

  Thank You and again our apologizes for your inconvenience. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a shop vacuum that stopped working randomly and I found out it had a warranty on it. After reaching out to people for over 2 months, I still haven’t received a replacement vacuum or reimbursement check that they promised me and now I’m really aggravated and have wasted my time to not get anything.

  

  Business response

  01/17/2024

  ******, we are very sorry for the inconvenience this situation has caused you.

  These types of failures are usually rectified by replacing your unit with a like-kind or upgraded unit. At the present time neither of these are available. In these cases, we work with the manufacture to secure a refund on your behalf. this is in the process now. you should here from one of our agents within the next 2-3 working days.  

  Customer response

  01/29/2024

   I am rejecting this response because:

   

  Good morning,

   

  The company never reached out to me and so they lied in the complaint. Is there anything further I can do? They did not do anything to remedy the situation of a warranty. Very dissatisfied with this. Will have to do another complaint with Florida consumer services since this did nothing to help. You guys closed the complaint with the company doing nothing and lying to you in the process. They never reached out to me after saying they would send a check.

   

  ****** ***********

  
  
  

  
  

  

  Business response

  02/02/2024

  Mr. **********, again we apologize for the delay in obtaining a refund for your unit. This is a multilayered process where 2 different companies are involved. 

  Gardner is the customers direct contact for any issues that arise with this brand of product. The manufacture is the company responsible for the refund check being mailed to you. 

  With this being said, we have reached out to the manufacture and were assured you would receive a check this week. 

  If you have any concerns please reach out to our Customer Service Dept managers for assistance. 

  Thank You 

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  The business did finally get me the check with the correct name on it. Thanks for your help in this regard. You’re awesome and I hope you had a great weekend.

   

  Sincerely, 

  ****** **********

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the ********* ************ ******* ***** series on April 13,2023 from Amazon. for $83.50. It had a five year warranty. It quit operating by September. I gave them everything they requested to receive a replacement vacuum. They have never responded to the first email or a follow up email in October. There was no phone number in their booklet only an email and fax number. Postal address matches your address. Please see if you can help.

  

  Business response

  12/15/2023

  Ms. ***** we sincerely apologize for you inconvenience in this matter. I understand you have been contacted by one of our Customer Service Representatives, and a replacement unit is being sent to you. 

  If you have not received the replacement in 10-15 working days please reach out to us. The unit is being sent directly from the manufactures warehouse so it may be a little longer than normal but again you should receive it in approximately 10-15 working days. 

   

  Thank you for your patience and making us aware of the situation. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Still no word on my vacmaster replacement - under warranty (2 months on-going) I submitted all required documents. I have an order number to receive a replacement (order ********) but the product is on BACK ORDER - but for how long, no one knows! It's up to me the customer to follow up weekly on this, Customer service is not helpful AT ALL.

  

  Business response

  12/01/2023

  *******, please accept our apologies for your troubles in obtaining a replacement unit. 

  We have researched this and found that your unit was indeed on backorder. Typically we will upgrade you to the next available model, but that unit was out of stock as well. 

  We have contacted the manufacture, and they are in the process of fulfilling your order from an alternate location. You should receive your replacement within the next 10 days. 

  If you haven't received it in that timeframe, please reach out to us at Gardner so we can obtain a tracking number from the shipper. 

  Thank You. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’m the same ***** * that left a review recently. The last thing I was told around October 10th was that I would receive a refund check by mail because a unit replacement wasn’t available. After being told this, I purchased a new vacuum on ******, but instead of receiving a refund check, I had a replacement vacuum arrive last Monday so now I have two vacuums and no refund. I called and they have emailed me a shipping label so that I can send the replacement vacuum back but the lady on the phone whom I’ve never spoke to before said that she couldn’t guarantee that I’ll get a refund check because that has nothing to do with her, and those are just my words, how would she know if they really said that. I’ve called multiple times this week using an extension number and sent multiple emails to specific people that I’ve spoke with during the warranty process and no one has responded, and no one can assure me that I’ll get a refund. I started the warranty process in September, and it’s now November. I’m a little frustrated to say the least.

  

  Business response

  11/13/2023

  *****, please accept our sincere apology for the frustration you have encountered. Investigating this incident, it looks like we did not have the replacement for your unit at the time you contacted us. Between the time you were promised a refund, and a check was to be issued the units were received in and one shipped to you. I completely understand you were expecting a refund and purchased another vacuum, 

  I have gotten with the manufacture and confirmed a check was sent out to you on Friday 11-10-2023. If for some reason you do not receive in 3-4 business days, please contact me direct. 

  Thank you for you valued business and hope we can be of service to you in the future. 

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a new part by camping the number on my vacuum cleaner. They sent me the wrong part and have been refusing to give me a refund. Here is the timeline how I best remember it. In January I called to order the new part. I just read the model and serial number to them and said I needed a hose assembly part for that unit. At some point I received a hose but it was the wrong one. This wasn't from any error on my part so I called the same number back to ask to return it for a new one. The woman was nice and said she set it up for me. Days go by and I hadn't heard anything so I call again. They don't see any record of anything from the previous call so I start again with the new person on the phone. Days go by again with nothing and I call another time. There was women telling me it was past 30 days so I couldn't do anything. I was trying to explain that I had already called and she was just very rude. I called back again and got somebody else who I explained the whole thing to and they started over with me. She asked me to email some information. I emailed her again at some point checking on the status and it bounced back. She was no longer at the company. By now it's summer and I call and there's a very kind person named Michelle who again couldn't find records of my calls or anything but she was very helpful trying to get this moving for me. She mentioned the 30 day policy to me and I explained everything and said there must be something they can do. And so next thing she takes my information and an email and a return label are sent to me. It's now been a couple weeks since I sent it so I email Michelle and ask about a status of the refund. She replies saying that there was not going to be a refund because of the 30 day policy. So now that company has my money as well as the part I paid for and the wrong part that I received. It's been very frustrating and I would just like the refund or even better, the part I ordered in the first place.

  

  Business response

  09/21/2023

  Mr. *********, please accept our apologies for your dissatisfaction in the way your case was handled. it's is our intent to make sure each customer has a good experience with our company.

  Regarding your refund, we have forgone the 30 days return policy and issued you full credit of $39.98 to credit card you provided on the initial order. Referance credit inv# ********.

  if we can be of any further assistance, please don't hesitate to reach out.

  Thank You

  Customer response

  09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  though I believe this should have been resolved much, much quicker.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is the "warranty services" for Kenmore vacuums. I purchased a Kenmore vacuum from ********** in Feb of 2022. The suction hose of the vacuum failed and broke apart in March of 2023. I followed the warranty procedure listed in the product booklet and called their Vacuum Cleaner Help Line on 3/27/23. I was told the part was not reparable and since I am well within the 5 year warranty, I would receive a new vacuum and to call after 20 business days if I did not receive it. I called after the 20 days after receiving no contact. I was told by the 2nd associate that a PART was ordered for me, not a vacuum. When I explained that I was told I'd be getting a new vacuum, I was asked if I was emailed their "vacuum replacement form" , which I was not. When I received the form via email, it had me cut the unit cord to show that the vacuum was inoperable in order to receive my replacement. I called a 3rd time and asked what happened if I cut the cord but I was found not to be eligible for the new vacuum. I was assured that I would absolutely receive a new vacuum because I was within the warranty. I submitted photos of the failed vacuum, the product sticker, the cut cord and all of the documentation via email on 5/2/23. I heard nothing and received no documentation that the forms were even received. I called today, 5/10/23 and was told that "a supervisor will have the purchase order for the new vacuum if I call after 6-7 business days after I submitted the documentation" This was never mentioned when I submitted the forms (see attached). After 4 phone calls since 3/27, they are again giving me information that I will get the new vacuum, but there is no confirmation from this business that they received my documentation or plan to replace my vacuum per my warranty that came with the product. Kenmore refuses to assist saying their warranty company is responsible to help us.

  

  Business response

  05/11/2023

  Ms. ****, we are sorry to hear of your extended wait time for a resolution of your issue. We did receive the documentation for a replacement unit on 5-2-2023. A replacement unit is being sent out today. If you do not receive it in 6-8 business days, please let us know. For reference your replacement is on our order number ********.

  Thank You

  Customer response

  05/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.   

  I appreciate the prompt response.  I would like the business and the BBB to know the following:

  1.  If Kenmore sells a product- through their own outlets or through a partner such as ******.com, their name is still on the product.  Using a service for your product quality warranty issues that does not respond to the consumer is a reflection on KENMORE.  I tried to reach out to Kenmore directly to explain my concerns with numerous contacts with the warranty service, inconsistent or incorrect information, poor customer service and no resolutions to consumer problems.  I will reach out to them again because it does not absolve Kenmore of their responsibility to create and back up their products with warranties.   

  2.  The warranty company needs to make sure their associates are trained on proper warranty procedures and information.  It should not take 5 unresolved calls and a complaint to the BBB to resolve what should have been a simple warranty replacement with documentation.  They also need to confirm via email that my documentation was received and the resolution status.  

  3.  I am also reaching out to ******.  They have a mission statement about ethics and integrity, which involves their business partners as well.  They need to know that if I buy something through their website and they are Kenmore's business partner- that the warranty issues are not being resolved.  This also reflects on ******.   

  Thank you for your help!

  ***** ****

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company handles warrant replacements for ********* Shop Vac. On 10/31/22 I received confirmation that my Order # ******** was approved for warranty replacement. I was quoted "We received your warranty submission. Thank you for including all the necessary information. We have processed your request on order (********). Please allow 15-20 business days to receive. The replacement unit will have the remaining warranty from the original date of purchase." This came from a Jarvis ****** ********@GardnerInc.com). On 11/28/22 and 1/18/23 I emailed ****** and Sharon ****** (S******@GardnerInc.com) inquiring about the status. Neither party replied. On 1/23/23 I called both parties and left voice mail messages, again with no response. Today, 1/25/23 I called at 4:34 pm and asked for Customer Service. A person named Tamiquea (sp?) proceeded to lecture me on why it was unrealistic for me to receive replies to my emails because "we just get too many emails," and further continued to lecture me on why my call was an inconvenience. ALL I WANT IS MY DAMN SHOP VAC REPLACED IT'S BEEN 90 DAYS!

  

  Business response

  01/29/2023

  Mr. *****, i understand that you have spoken to Ron, and this has been taken care of. Our apologies for your inconvenience. If you have any further issues, please don't hesitate to reach out.

  Customer response

  01/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 12 Gal Vacuum/Blower for $100 on 6/09/2022. I used it a handful of times before I noticed it was not suctioning at all. I contacted Gardner in November to report the issue and was told to send in all the necessary documents. I sent everything they requested and cut the power cord just as they requested and submitted photo proof. I sent all the necessary information on November 15th, 2022. I didn’t hear back from them, so I called them again about a week later. I was told they are working on it. I received an email on Dec. 5th stating that my unit was being shipped out and should arrive to me in 15-20 days. It is now January 10th 8pm and I’ve yet to receive a replacement unit. After doing some research I found that this is a common issue with this company. So I will be following the steps recommended online to seek a replacement or refund more aggressively.

  

  Business response

  01/11/2023

  Mr. ******, sorry for the inconvenience of you being without the vac that you purchased in good faith. We have been in contact with the manufacture and found that a replacement will not be available for a few weeks. I understand that you have been contacted by one of our managers and have agreed upon a refund instead. you should receive that refund in in the next couple of weeks. we have submitted all of the info to the manufacture and will keep track of the process.

*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. ↩