ComplaintsforV & G Appliance Depot

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 31 2022, I purchased a gas stove at the *** Closeout retail location at ********************************************************************. The appliances are new floor models or "scratch & dent" open-box items. I was told that every appliance in the store is inspected, tested & in good working order. I purchased the stove for $583.00 (incl tax), & agreed that the stove was warranted by the store for repair or replacement in the event that it broke within the 1st year. Of course, my assumption was that this agreement applied to a working appliance, since that is what I was assured I was buying. I arranged to have the stove picked up the following wkd.We picked up the stove on Sun Feb 6. The installer tested the ************** functioned fine. We did not test the oven at that time.On the evening of Feb 10th, we attempted to use the oven. The temperature control cannot be set any higher than 260 degrees, & the oven never heats up. Contrary to the company's assurances, I was sold a broken appliance.I called V&G the following day Feb 11th & requested a refund upon return. To my surprise I was refused. I was told that I would have to honor the repair/replacement warranty, even though I'd been sold a broken stove from the get-go. My argument is that this amounts to a bait-and-switch transaction, wherein instead of a new stove in good working order, they were providing either a repaired stove (which should have been represented as "refurbished" instead of "new, tested, and fully functional") or a different stove entirely (because, being open box "scratch & dent" models, none of their appliances are exactly the same).I spoke w/a manager who also refused a refund. He told me that I was outside "the 2-week window", but I pointed out that the stove sat in their store for one of those weeks. He promised they'd be back in touch, but no one reached out. I emailed Feb 14 with no response. I called today Feb 16, and was again told to accept repair or exchange.All I want is a refund.

  Business response

  03/15/2022

  Hello, 
  
  I am submitting this reply in response to a complaint about our establishment. As stated by the customer, she purchased New-Open-************* Range on 31 January 2022. Approximately two weeks after purchase, the customer notified our establishment of functionality issues occurring with the stove. All items in our establishment include a 1-Year Warranty in case of functionality issues that address parts, labor, and service. 
  
  Be that as it may, understanding that these issues occurred two weeks after purchase, we notified the customer that we could completely exchange the stove with the same model and provide delivery at no additional charge. The customer disagreed with this resolution. The customer wanted to complete a refund for the purchase. 
  
  There are some complications with the customer's want of a refund:

  1. All sales are final according to the sales receipt's warranty and conditions. The store allows refunds only if made on the same day and the merchandise has not left.
  2. The customer has used the item, making it no longer New-Open-Box.
  3. It has been two weeks since the purchase. 
  
  We have been in contact with the customer twice after explaining why a refund is not possible. We have offered to replace the unit, provide delivery, and include an additional warranty in both instances. Nonetheless, the customer has denied our attempts to rectify the situation in a manner that is advantageous to both parties. 
  
  I want to mention that the option to replace the unit is simply a store courtesy that we are not obligated to provide. Nonetheless, this option is something we still would like to extend toward the customer to remedy the situation. 
  
  Thank you, 
  
  *********************** 

  Customer response

  03/16/2022

   
  Complaint: 16774298
  
  I am rejecting this response because:
  The unit was defective from the store. As I explained, we reported the issue immediately once it was discovered, which was only a couple of days after the unit was installed. To claim that we were using the unit for two weeks before reporting is an outright lie. The unit remained in the store for a full week before we picked it up. The unit was installed a couple days after that. We reported within a couple days of installation. I paid for a new, functioning appliance. I was sold a broken appliance.
  Sincerely,
  
  *****************************

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