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:10/20/2023

  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.

  On Friday, October 13 I purchased a Frigidaire refrigerator (Model #**********), an extended warranty and delivery/haul away service. The total was $1544.78. I wrote a personal check for that amount. The salesman, ***************************, said that it would be delivered this week, as early as Monday, October 16. They would call with delivery time.No one called, so I called Sunday and Monday but Chazz did not call until 4:16 on Monday to say the refrigerator was now unavailable until December. We cancelled the order due to unavailability.In emails about my refund he said that it would take two weeks for their financial office to issue the refund to me. Meanwhile, I do not have a reliable refrigerator (the fan in my current frig is broken).I called Kellys again and asked to speak with a manager. I spoke with *************************, product specialist. He confirmed that the refrigerator that I purchased was unavailable until December. I asked when he became aware that it was unavailable until December. He said he learned of it on Friday, October 13. That was the day I purchased it. He said that it was a miscommunication at their store. Yet Kellys still deposited my check. He said that he would call their financial office to get the refund check expedited and sent to me ASAP. I asked for the phone number of that department, which he gave me. I spoke with *********************** in that office on Tuesday, October 17. She assured me that the check had been cut and was just waiting for the owner to sign it before she could mail it to me. I called again today, October 19 to find that the check has not been sent, she didnt know where the owner was, when he would return or when the check would be sent.It seems like unscrupulous business practice to sell merchandise under these false premises of availability and then to keep my funds so that I am unable to purchase another refrigerator at a price that I can afford. I would like help in obtaining my money back please.

  Customer Answer

  Date: 10/29/2023

  On Saturday, October 28 i finally received the refund for the unavailable refrigerator. Thank you for your assistance in this matter. I think that it helped. 

  FYI:     The envelope from ******* Appliance was postmarked October 26 (See attached copy of envelope)  Two employees of ******* told me that the check was "cut" on 17th and the owner only needed to sign it. The check that I wrote to *******, dated and given on October 13 was cleared by my credit union on Monday, October 16. (See copy from the credit union.) 

  I am relieved that I can now pay for a new frig. However, I am disappointed that a "local" appliance store ignored my request and the request of their own employees to "expedite" the refund because my current frig is not working properly.

   

  Business Response

  Date: 10/31/2023

   The customer brought in this check on the 13th of October, it was deposited on Saturday October 14th at 10:52am.

  I would never knowing deposit a check from a customer if there was an issue. It would be pulled from the deposit to avoid the normal delays on refunding a personal check payment. 
  
  The refund check was cut and ready to be mailed as soon as our accounting office could verify that the check had cleared. It was mailed last week before this claim was filed. 
  
   Information on appliances stock,  ordered/backordered is very fluid and changes constantly, we did try to help the customer select another refrigerator out of the hundreds we have in our store and warehouse in her local area and she declined. 
  

  
  

  Customer Answer

  Date: 11/04/2023

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

  Though I have now received my refund and have purchase a refrigerator elsewhere, If ******* had expedited my refund as their Central Point staff requested and made a simple apology, I would not be writing this and would have considered doing business with them in the future.

  It took two weeks for ******* to send the refund (The envelope the refund was in was postmarked October 26; I received it on October 28.) Yes, the their staff said the check the "cut" on the 16h, but "was unsigned and with the owner and they didn't know when he would sign it and mail it." This was even though the Product Specialist at the store tried to "expedite" the refund.

  ******* may have a large stock of refrigerators, but only two were said to fit the space in my kitchen. The other frig in stock was $1500 more expensive, smaller and clunky looking.

  The Product Specialist manager at the store said that he was informed on the 13th that the Frigidaire I purchased was not available until December. However, the salesman still scheduled delivery for the 16. This was described as a miscommunication at the store. The salesman never called me to update me. I had to keep calling them to find out if/when the Frigidaire would arrive at which time I found out it wasn't available until December. (Meanwhile, I had a broken frig at home.)

  I hope that next time this occurs, they can be more sensitive to their customers situation and improve their communication and refund process. 

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