ComplaintsforAppliance & Mattress Center, LLC

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states she purchased a brand new washer on 9/2/23 and the washer did not work. The consumer went to the business and was told they would call the police if she tried returning it but did not provide a reason. The warranty was explained but she was not told that you can only receive store credit for returns. Consumer still has the washer because they will not allow her to return it.

  

  Business response

  09/26/2023

  Good Afternoon,

  This customer did come to the store on 9/2/23.Approximately 10 days later she came back to the store and spoke with the store manager. The store manager explained to the customer that she would need to contact the manufacturer for warranty issues (clearly stated on her invoice, which is attached) and provided the customer the appropriate phone number for her product. The customer then became very confrontational with the store manager saying she was just going to drop if off at our back door. She then explained the proper return policy (which is also on the invoice). Frankly, the store manager was so flustered she can't even remember what was wrong with the customers product. We strongly encourage the customer to contact the manufacturer regarding the product issues.

  Respectfully,

  Appliance and Mattress Center Team

   

  Customer response

  10/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20624456
  
  I am rejecting this response because: 
  

  Consumer is visually impaired - and they read aloud to her about the warranty (but she had her issue fixed); nobody said anything about the return policy which she wanted to return for a store credit originally but since the business reply refused her the ability to return a new product she does not want any further dealings with them; wants a refund and will go elsewhere. They told her she could not bring her merchandise back to the store and threatened to call police if she came there. They had been aggressive with her when she went in just a few days after purchase. She was contesting that she cannot read small print on anything and they only read aloud what they wanted her to hear and skipped the part about returning item for customer satisfaction.

  
  Regards,
  
  ****** *******

  

  Business response

  10/11/2023

  It is unfortunate that she is visually impaired, which we were unaware of. But the return policy on the lower right hand side of the invoice (previously attached) is in Large and Bold print. This product was a "customer pick-up" and not delivered by our professional team. More often than not, in these situations an improperly trained individual can cause internal damage or break parts during transportation, which is out of the stores control. Based on the fact that the customer has had the product for almost 6 weeks we stand by our original recommendation, that the consumer contact the manufacturer for warranty repair. She would need to contact GE at ************** or she can schedule service online at ********************
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, July 29th I went into Appliance & Matress Center located at 1942 Parsons Avenue, Columbus,Ohio 43206 I purchased a washer and matress and frame. *** said it would probably be Tuesday or Wednesday for my delivery. She wasn’t sure because she wasn’t able to get in touch with them while I was there. She then called me after I got home reiterating Tuesday or Wednesday. I said ok fine. No delivery or call Tuesday. No delivery or call Wednesday. So Thursday when she texted I asked her if they can deliver Friday because that’s my off day since I’m working nights. She said ok. I waited once again for my delivery. They didn’t show. They called me the next day (Saturday) trying to deliver when me & my family were not at home. I told *** this. She said the drivers were probably gonna charge me for the trips they made. There should have been one trip on Friday….the only day agreed upon. I went in to the office Monday when they opened. I told her I would be home. *** then asked if I wasn’t there do they have permission to leave it on the porch! Dumb question! I just said I’d be there. She said they were out there already & would probably charge me extra. Well, they finally delivered that Monday, August 7th. The delivery guys that work for *** DID charge me $50 More for delivery, not only that they stole from me! I have them on camera taking my ***** shears and not put them back. They didn’t even ask to use them! I paid $120 for delivery….$50 delivery on top of that! Then, they steal from me! Shears worth over $100 These delivery boys didn’t even take out the old washer.

  

  Business response

  08/21/2023

  Hello,

  In response to the complaint, Multiple attempts were made to deliver this product. The attached delivery production sheets show the attempt on Tuesday August 1st, but nobody answered the calls from the drivers or the store. On Saturday, August the 5th, an additional attempt was made. The drivers calls were unanswered. When our store manager spoke with the customer, it was refused because she was not home. As noted on the attached, signed & dated delivery ticket, a successful delivery occurred on Monday August 7th. The customer, by their own admission, was made aware she may be charged additional. In regards to Friday August 4h, the delivery driver had a personal issue, which is not my place to divulge. An attempt was made to contact the customer with this information. Since then, we have discussed the situation with the driver and stressed the importance of timely communication with the store and our customers. Regarding the shears, the delivery team stated they know nothing about that, and requested to see the video if possible. Finally, haulaway appliances are a way for the delivery team to make additional money. That is handled between the customer and the delivery team, the store is not involved. With that said, why would the team not take an opportunity to haul away and make even more? In closing, our delivery team are a third party company, not employees of Appliance & Mattress Center, LLC. The inconvenience in the complaint is of course concerning. But we did every thing within our standard operating procedures to resolve it.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a long term customer of Appliance & Mattress. I purchased a Frigidaire refrigerator side by side 12.13.21. My refrigerator stopped working and Capital City Appliances has been out 4x, the first time to install it, and 3 x since because it doesn't dispense water and ice. 

  It is still not working. I no longer want the refrigerator. I've already contacted my finance company, Koalifi, who says it is out of their hands.  But KCustomer Service Issuesoalifi said they would pick up the refrigerator.   

  The manager, Pam, has hung up on me twice. One time, she told me the owner was stuck in a snowstorm in Michigan. 

  

  Business response

  02/16/2022

  Ms. ***** purchased a brand new Frigidaire refrigerator with a factory warranty on December 13, 2021, and it was delivered the week following Christmas. A few weeks later we got our first of many contacts from Ms. ***** regarding this concern.

  Appliance and Mattress Center does not hook up refrigerator water/ice dispensers to water lines and we did not hook up the water line in this case. The client had someone try and hook it up using a piercing valve which is incompatible with the appliance. Please see the attached invoice from Capital City Appliance Service (unaffiliated). The refrigerator is in perfect working order.

  All maintenance on this new appliance is required to go through the manufacturer so as not to void the warranty. Additionally, the appliance was financed with a lease-to-own company, so all returns and refunds would have to be processed through them. We spent countless work hours trying to explain this to Ms. *****. When the client refused to accept the circumstances we let her know that there was no more we could do for her and referred her back to the leasing company for further assistance.

  We regret that there is not more we can do in this case but it is and has been out of our hands.

  Customer response

  02/22/2022

  I am rejecting this response because: I want my money back, or return this one and buy a different refirgerator. the receipt doesn't say I can't get my money back. 

  

  Business response

  03/01/2022

  We would like to work with her on a replacement understanding that teh water pressure in her home, due to a restricto, will not support the ice and water functions of the refrigerator she originaly purchased. As a gesture of customer courtesay and a means of resolving the disptue, she is welcome to return to the store to pick a different refrigerator.  

*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. ↩