ComplaintsforOpen Box Appliance

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a wash machine for $600. That was Open Box but they offered a one year warranty. They sent out a technician who blamed it not working correctly on the way we were using it and then finally found broken parts on the bottom. They said it would take up to two weeks for the part to come in and that might not even fix the issue at that point it had already been a week. The washing machine was not working so I request that they exchange it for one or refund us our money and they refused, and told us we would have to go to the laundry mat. The owner of the business had stated in other responses to reviews that the warranty included exchange, but they are refusing to exchange ours. I have multiple text of them threatening to void our warranty along with the threat, of voiding it if I share reviews about the experience. At this point because of the experience I am not comfortable doing any further business with the company and would like for my money to be refunded. They have stated - based of appliance tech word - they do not have proof of from the tech saying we miss used the washing machine. We know how to use a washing machine and it was working exactly the way that we use it and then stopped working when I made that clear to him was when he finally even lifted up the washing machine to look under it after he had already blamed me multiple times for the way that we use it. we purchased the wash machine in good faith that it would work for a appropriate amount of time and it no longer works. We cannot use it at all and we would like a refund.

  Business response

  09/13/2024

  This customer has been nothing less than verbally abusive, threatening, aggressive, demanding, & unreasonable. She thinks because in another review response we offered an exchange she is entitled to an exchange after using the appliances for 4+ months. We have never done an exchange under the circumstances she is in. We've been to her house on 2 separate occasions unnecessarily because she didnt properly install her dishwasher & wasn't using the washer properly & was overloading the washer. First, she had the washer on the clean tub mode, yet filled with clothing and detergent, & it was, of course, giving an error because of that.  The last time we went out, she had the washer extremely overloaded with clothing & to no surprise has broken something because of it. I am not subjecting any more of my employees to her verbal abuse or threats. We will not be coming to her house to complete anymore work. We will not be subjected to her verbal abuse and threats. She can pay for the 2 unnecessary trips made to her home, treat our staff with resppect, & stop making threats if she requires anymore assistance from here. 

   

  Customer response

  09/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They have no proof or documentation for what they are stating other than what their Appliance Tech claims who was not professional and made me uncomfortable each time he came to my home.
  
  The wash machine was purchased in good faith that they would fulfill their end of providing a warranty for the year.

  Have they provided any documentation of me loading my wash machine  to overload it or run it on the incorrect setting? Video of me doing it?
  Its simple they just don’t want to follow through  furthermore, they have turned this situation into bullying me and my integrity with their words on public reviews when I only shared my experience with the appliances and trying to get them to work. 
  

  I am happy to provide photos of the text messaging where I was very clear and direct that I needed my wash machine to be fixed or for them to provide an alternative until they would get it fixed if not in a timely manner. When they refused was when I was serious that if they would not follow through with their warranty, I would do what I needed to to make sure no one else was in the same situation with this business.
  Unfortunately, a business that does not want to honor what they advertise is at risk of losing other customers when people share their experience.
  
  

  Simple facts I have a receipt of payment, they offered a one year warranty, they have no proof that I did anything to void that Warranty other than them, not liking that I was requesting multiple  times that they follow through on their end and they are basing their response off of their appliance technician who never fixed my wash machine, blame it not working on me before even fully inspecting it.

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

  Business response

  09/30/2024

  The only one doing the bullying is the customer. She has made threats to picket the business and post multiple negative reviews if we dont immediately give in to her demands of a replacement washer, which we are not going to do. I did speak with her husband a few weeks ago in person, and told him, he is more than welcome to drop off the washer at our store & we will fix it at no cost, even though its not warrantied, but, that they will need to pay for 1-2 service calls to their home that were no fault of ours. The husband stated he would bring the washer in, & that he wanted to speak with our technician, which we are ok with. He has yet to bring the washer by, he hasn't called or texted either. Im unsure if this woman just insists on being difficult or if she hasn't spoken to her husband. Either way, we will honor our word on what I (the owner) told him in person.   However, we are only willing to deal with the husband, the wife is too verbally abusive, hostile, & unreasonable.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I bought a washer and dryer from open box appliance around the first of March. It is a scratch and dent store where their products do come with a warranty. We got the dryer home and could not even use it cause when my husband plugged it in it simply would not work. The appliance repair man was out to fix it literally 4 different times and I finally told them that since it was under warranty to do a straight across exchange with something of the same value. We exchanged for a different dryer and literally only used it for like 2 times and now this one is messed up. I told them that the whole reason I bought from them was to save money, and instead I have almost spent double cause in the 3 months I have had the dryer I have only got to use it for around a month. The rest of the time either go to the laundry mat, or getting equipment for a clothes line all the while still paying on this dryer I am unable to use. It is going on 3 weeks that the dryer has been out again. I keep getting told that the part is ordered but they will not reimburse me for anything extra that I have spent while not having a dryer even though it is under warranty. So within the 3 months I have had the dryer I have only been able to use it for maybe a month while still paying on it and finding other methods to dry my clothes.

  Business response

  06/04/2024

  We are waiting on the part to arrive in order to repair the dryer. we apologize for any inconvenience, normally a part doesnt take this long to arrive. However, when it does we will promptly repair your dryer. 

   

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