Complaints

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

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  Shore Appliance and Bedding Connection Inc.

  34164 DuPont Blvd Frankford, DE 19945-3802

• 

  Shore Appliance and Bedding Connection Inc.

  30459 Cedar Neck Rd Ocean View, DE 19970

• 

  Shore Appliance and Bedding Connection Inc.

  33516 Crossing Ave Units 3-5 Lewes, DE 19958-1697

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:10/24/2024

  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.

  From ******* ********** and spouse ***** ********:
  
  Please cancel purchase made by ******* ********** and ***** ******** using Costco Citi Visa Credit Card on Saturday October 19, 2024 of a Whirlpool WOED3030LS electric double wall oven for the amount of $3251.95.
  
  Record of Phone Calls:
  We requested cancellation of this purchase via phone call to ***** *** **** ** ***** ********* on Monday 10/21/2024 @ 8:23am and @ 8:36am. I received phone call back to me (******* **********) from (**** *** **** Shore Appliance ***** ********* @ 8:53am on Monday 10/21/2024. We made additional phone calls to (**** *** ***1 Shore Appliance @ 12:43pm and again to Shore Appliance (**** *** **** @2:36pm on Monday 10/21/2024 requesting cancellation of said purchase. We received final phone call from Shore Appliance (410) 749 7135 @4:16 pm on 10/21/2024.
  
  Description of Phone Call Conversations:
  During each phone call (stated above) from us, ******* ********** and ***** ******** we requested cancellation of the said purchase (described above). We explained our reason for canceling was due to the rating of the oven and the fact that the model we ordered did not look at all like the model she showed us. We didn’t discover these details until we returned home after making the purchase and looked up the oven features online. ***** *********’s response in each phone call was “No, we can’t cancel your order/purchase”. We spoke to her manager (we don’t have his name) also during the phone calls and his response was “No, we can’t cancel your order/purchase”.
  
  We are sending this email to request your assistance in this matter. We are grateful for any information or guidance you can provide. In addition to this email and the phone calls described above, we have submitted a written letter to Shore Appliance at 33516 Crossing Avenue, Lewes DE 19948 requesting cancellation of said purchase.
  
  ******* ** ********** ***** ** ******** ***** ******** **** *** ****** ** ***** ************

  Business Response

  Date: 10/28/2024

  The customer came in to our store with the model number they required and purchased a special order wall oven.  We ordered the unit to secure the unit would arrive on the next transfer truck to our Salisbury warehouse per the customers request.  The customer called in Monday and requested to cancel the order, it was explained to the customer that we would work with the manufacture to obtain the restocking and return freight charges.  The customer has attempted not to honor the agreed upon contract with the terms and conditions clearly disclosed.  The customer was not told we would not return it simply we would find out the charges that would apply and let them know.  The customer stated that they would not pay any restocking charges or return freight because they changed their mind.

  The oven the customer ordered is in our Salisbury warehouse ready for the customer to either pay the restocking fee and return freight charge or accept delivery.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  The papers you reference in this communication are pages that we were sent home with. These
  pages are not what we signed in the store. There are no signatures on those pages. The only paper I signed was the credit card receipt for the purchase. I did not sign the pages
  that are attached.At the time of purchase on Saturday 10/19/24 at approximately 11:23 am,
  ***** explained she would call the warehouse on Monday 10/21/24 to have the
  oven transported to their warehouse. She said that once the oven was received in
  their warehouse, she could then schedule a delivery and install date. I asked
  her why she needed to tell us about the warehouses and transport information, I told
  her it was confusing to follow all of what she was telling us and all we needed
  was an approximate installation date. She went onto explain that because we were making the
  purchase on Saturday and the store would be closing at 3pm, she wanted us to
  understand that she could not call to get the oven transported until Monday 10/21/24. We
  told her we were not in any rush and we would wait to hear from her and left the
  store. That evening,(Saturday 10/19/21) we reviewed our paperwork and the ratings for the model
  listed on the paperwork and we looked up pictures of it online. We were unhappy
  with what we saw and read in the reviews and decided we would call ***** on Monday
  morning to cancel that order and ask her if she could get us a different
  model.My husband, ***** ******** sent an email to ***** on Sunday 10/20/2024
  asking if it was too late to change the model we ordered to a different model.
  ***** replied on Monday 10/21/24 telling him she could “change the PO for the different model but
  had already received a PO for delivery “tomorrow” meaning Tuesday 10/22/24”, but
  then later that day 10/21/24sent an email telling my husband that her boss wouldn’t approve us changing
  the model.In addition to the email my husband sent on Sunday 10/20/24, on Monday
  10/21/24 we called ***** *********’s phone number at Shore Appliances and left a
  message indicating we wanted to talk to her about cancelling the order and possibly ordering a
  different model. She called us back and explained the oven was “in transport” to
  their warehouse andwas not yet received in the warehouse, but was being transported so we
  couldn’t cancel or change the order. I reminded her that she told us she
  wouldn’t be able to call the the warehouse until Monday 10/21/24 to have the oven transported because
  she was leaving at 3pm and didn’t have the time to call them before she left.
  She replied telling me that she called the warehouse on Saturday and asked to have the oven
  transported for Monday. I got off the phone and called Shore Appliance in Ocean
  View Delaware, I inquired about the hours of their warehouse and any of the warehouses
  they shipped from and they said the warehouses are only open Monday – Friday,
  not on Saturday. Additionally, the emails from her are attached and you can see that she
  states “she already received in a PO for delivery tomorrow”– which would be
  Tuesday 10/22/24, not Saturday10/19/24. I realized then I was being told false information. Also false is
  the oven being called a “special order”.  The oven we ordered was not a “special
  order”. ***** told us this was a standard replacement, her colleague/manager (sitting next to her
  at his desk) also stated that the install would be easy because it was a
  standard fit for a double  wall oven, not a “special order” that would require them to come out and
  measure the space to see if it would fit.All of what I am stating/reporting is correct and accurate. I am shocked at
  how we are being treated over a simple request to either change the model we
  ordered or cancel all together if we can’t purchase what we want. We communicated our request
  to change/cancel well within the 72 hour period to change or cancel a purchase.
  We never signed any documents stating we couldn’t cancel or change the order.  The
  only paper I signed was the credit card receipt for the purchase. I am filing
  this complaint because we are in need of assistance in cancelling this order. We have never filed
  a complaint of this nature because we have never had an experience like this. We
  greatly appreciate any help in this matter.Thank you,
  
  
  
  Regards,
  Complaint ID: 22457702
   
  
  
   
   

  Business Response

  Date: 11/01/2024

  Pages 2-4 automatically print with the invoice.  The product was purchased, ordered to arrive within the time frame requested.  Per the 1st paragraph payment is acceptance of the terms and conditions.

  I have spoken to the manufacture which as agreed to return the unit with a 25% restocking charge.  There is also a return freight charge that i have requested a concession on which has been approved.  The only charge would be the 25% restocking charge.