Complaints

This profile includes complaints for Midland Appliance World's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Midland Appliance World

  473 St. Mary's Rd Winnipeg, MB R2M 3K9

  
• 

  Midland Appliance World

  471 St. Mary's Rd Winnipeg, MB R2M 3K9

  
• 

  Midland Appliance World

  1797 Portage Ave Winnipeg, MB R3J 0G2

  

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:17/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased several appliances from Midland for kitchen renovation. Assured range was top of the line and “dream stove”. Delivery set for when reno to be done. Product delivered, due to construction delays not used for 3 weeks. No electricity/stove plug on main floor. When electricity was installed and inspected, range plugged in. First use, 20 mins after turning on there was a loud pop, sparks, and burnt plastic smell. Stove no longer has power and won’t turn on.
  Contacted Midland, over 4 days spoke to 3 different people. The sales person passed me off to manager (Tom) and then customer service manager (Nicole). I asked for a refund as it was the first time the unit had been used, and only owned 3 weeks. They said it needs to be assessed by a repair tech. Was also told a refund could be assessed later, and as the unit had been in our possession 3 weeks, they “had no clue what WE did to it” and was “technically a used range”
  7 days later a tech came, sent by midland, who told us the main board was fried, he’d “never seen that, or has any idea why. Definitely a faulty unit and not anything we did”. Also told us ********** very much wants part back to see defects. At least a week to order the part. A second repair company called us (sent by **********) we told them someone had assessed the unit already, they asked the issue, and when we described it they said that didn’t sound like the main board. We’re very confused.
  Contacting midland again, I was told if I wanted a refund we’d have to start an escalation process. When I called the customer service manager to do this, she said it was almost certainly going to be denied, and I should really just wait for the part to arrive and hope it solves the issue. When I asked, if in my shoes would she be happy with her experience, she responded “I understand your frustration”
  Midland has sold me a faulty unit, refuse to refund my money, and are trying to fix an issue with a brand new stove that they charged full price for.

  

  Business Response

  Date: 17/11/2022

  Hello Chris, 

  As specified by Tom and myself, all products we sell are bound to the terms and conditions of the manufacturer warranty as soon as the appliance is plugged in. As with all major purchases, warranty is for repair; not replacement. This is a standard practice within the appliance industry with most retailers. Exchanges are not a standard practice without a warranty-authorized technician deeming the unit not repairable.  As promised, I filed the escalation with Whirlpool and requested an exchange. We are hoping to hear back very soon and will be in touch as soon as we hear back. 

  Customer Answer

  Date: 21/11/2022

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  While I appreciate the recap of the entire week we’ve had on the phone, I am still not satisfied with Midland selling a faulty unit, and not standing behind the products the sell as “top of the line”. Turning my brand new oven on for the first time, and having the internal board fry itself does not give me confidence in this brand. This was obviously a manufacturer error. Any warranty work should be handled between midland and the manufacturer, and not myself. Under these circumstances I don’t find it unreasonable to ask for a full refund, so I can purchase a functioning oven of my choice. 
  
  Sincerely,
  
  
  
  Christopher *****

  

  Business Response

  Date: 22/11/2022

  Initially, the escalation file was rejected by the manufacturer. We have been working hard negotiating on your behalf for the last week to work out a fair resolution. Ultimately they agreed to contact you directly and offer an exchange, which is exactly what we were requesting for you. 

  As you had pointed out, this appears to be a manufacturer error. Warranty work is between the manufacturer and the customer because the manufacturer is the only party liable for their own workmanship. ********* does offer a 7 day DOA policy, but this issue was not reported until a month after the range was delivered to your home. At that point, we have no choice but to abide by the terms and conditions of the manufacturer warranty. This process is specified on our website.

  Out of an abundance of caution, I strongly encourage you to also have your electrician double-check your new electrical before hooking up your replacement stove to rule out any possibility of running into the same issue again.

   

   

  Customer Answer

  Date: 23/11/2022

  
  
  Better Business Bureau:

  All electrical was checked, passing inspection, and checked again by a certified electrician after the unit failed. Confirming it was a problem with the unit, also confirmed by the technician sent by your company.
  

  Going forward, if Midland is fighting hard on the side of the customer, I’d would expect some open communication from them to said customer. An update on the situation would have been appreciated.  I’ve personally had no contact at all from Midland since I had to ask them to file the escalation several days ago. 
  

  ********** has contacted me, and agreed the unit is faulty, they will be sending a full refund. 

  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

   

  
  
  
  
  Sincerely,
  
  
  
  Christopher *****