Complaints

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• Initial Complaint

  Date:29/03/2023

  Type:Billing 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.

  Went to West Coast Mar. 16 with measurments to purchase microwave, stove, fridge. Micro and stove all good. Was told fridge could be a problem as manufacturers now making them larger. They gave me spects on a smaller size so I went with it. When delivered I asked for door swing to be reversed.Told to call store they didnt do that. When I called was told that model didnt have reversable door,even though specs say it does. Manager called and I told him I could go an inch higher than original measurements ,so they delivered the new one and took away the old, with chargeing me a restocking fee as well as another delivery charge, which was fine until I measured new fridge. It is exactly the size of my original which were the measurements I gave them ,so had it been delivered first I would not have had these other charges.

  

  Business Response

  Date: 11/04/2023

  The client was told in the store that the door couldn't be reversed on the fridge she had picked out, her response was, "that is fine".  The manufacturer's specs do say the door is reversible, and theoretically it is.  However, we have tried to do door swings on this model numerous times and there is a phillips screw holding the hinge that needs to be removed to be reversed.  The amount of torque required to remove this screw results in the screw head getting stripped and therefore prevents completion of a door reversal.  This one model is so difficult to do a door swing on that I personally put a note assigned to this model that comes up for salespeople whenever they sell the unit saying, "CANNOT DO DOOR SWING".  When this note came up at point of sale, the salesperson covered that the door on this fridge could not be reversed.
  
  The door swing was not the real issue, it was the size of the fridge.  The customer accepted delivery on Mar 21 of the original fridge, which she knew was smaller as she had viewed it in the showroom and said that it would work.  She said she would like the door reversed and was informed again that we couldn’t provide that service for the fridge.  Ultimately, the fridge was too small for her space.  She then proceeded to provide us the proper measurements for her space and we proceeded to sell her a much larger fridge, with dimensions of approximately 30" wide by 66.5" high.  We delivered the second fridge on Mar. 23 and picked up the original fridge.  The whole situation could have been avoided if the client had brought proper measurements for her space when she first came shopping, or confirmed the size of the new fridge versus that of her space when at home.  Any cancellation or modification to the order prior to delivery would not have incurred any additional fees.  We could have simply switched the model and charged the $100 difference in price between the fridges.  Instead we had to pay our delivery company to go out and deliver a second time, so we charged our standard $90 for delivery and we reversed the door on this fridge for $30, $120 total.  Our normal restocking fee is 20%, which in this case would have been $189.80 based on the $949 pre-tax purchase price.  We cut this down to a $100 restocking fee.  

  ***** ****

  General Manager

  WestCoast Appliance Gallery

  Customer Answer

  Date: 12/04/2023

   I am rejecting this response because:
  
  
  It is a ***** *** that they told me the door could not be reversed. Why would  I ask delivery men to do it if  I knew it couldnt be done. Also the fridge did not work I had to throw out defrosted food  as a result. My original measurement to them, 65 and a half in. tall for fridge and new fridge is exactly that even though they say 66 and a half. Maybe they should use a tape measure. Definitly will not reccomend them ** ** ***** ******