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On November 13, 2016 I purchased 3 sets of chairs in 2 different transactions on their website. These chairs are only sold and come pre-packaged as pairs.

The website very explicitly states that when placing your order, by entering 1 set you will be getting 2 chairs. I needed 6 chairs total and following their guidelines, placed an order for 3 sets of chairs. The first order for a single set was fulfilled within the month. I was hoping to have them By Thanksgiving, but understood that shipping delays happen.

I anticipated the second order for the other 2 sets of chairs would be arriving with a day or so of the first set as I had placed both orders within a matter of less than 5 minutes. But that didn't happen. I would call Appliances Connection and spend long amounts of time on hold. Their customer service department is only available 9-5pm M-Th and 9-4pm EST and I am in California making it difficult to get in touch with a live person.

I would contact them through their online customer service interaction, but still no chairs. They would continually mark these tickets as closed without resolving my issue of not receiving my chair order. I finally spoke with a support person named Eric who read through my file and all of the notes. He acknowledged my reason for feeling frustrated and assured me he would rectify the issue.

He stated that a shipping label had been issued but the chairs had not been delivered from the manufacturer to UPS. He then assured me a new shipping label would be issued and to expect my order within a few days. A week later is when the second set of chairs had arrived. It has now been a month and I am still short 2 chairs (1 set).

It is important to note the stress placed on one set equaling 2 chairs because they (whomever I would get on the phone or responding online) would repeatedly tell me that the 2 items I had ordered (sets 2&3) were only equal to the 2 chairs that had been delivered to me in the second delivery. I had kept records and screen shots of all of the transaction from the initial purchase time and forwarded a copy of all documents to tell when attempting to find resolution and have my ordered fulfilled. When emailing them to the Customer Service Representative of the moment (Shanequa) was not confirmed as received, I then attached them to the online customer service thread to establish a common link for this information. This included my invoices for both transactions-marked PAID IN FULL by their system; their pricing structure and ordering instructions, and my screenshots of their website information of the item being purchased with a letter outlining my issues and what resolution I was seeking...the fulfillment of my order with the delivery of the final set of 2 chairs.

No response was issued: no phone call, no email, no response to the online customer service thread from December 30th until I reached out again on January 5th. On January 6th, 22 minutes before they close for the weekend, I received a response on the customer service thread that they had recognized a pricing error and that I my information provided to them alerted them of having made and that i was in "arrears" on payment to them for the items received and that they would not be sending the remaining chairs needed to fulfill my order. After waiting another 3 days until their service center was once again open, I again phoned to speak with someone and attempt to determine how they came to the conclusion that our purchase contract had changed and when I could be expecting them to send my chairs. I spent 30 minutes waiting for a supervisor only to be disconnected.

I called back and spent another 10 minutes waiting to be connected and finally got on the phone with a supervisor named Jay. He listened to my information and read through the file notes and seemed to be in agreement that there was still an outstanding set of chairs due to me. He then put me on hold to speak to call the manufacturer to determine why the final set had not been delivered. When he returned he had changed his story to say that because of the pricing error on their website that although it said I had ordered 2 sets of chairs, I had only paid for what they would accept for 2 chairs.

This conversation occurred on January 9, 2017. Fifty-seven days after my original purchase date. I then asked to speak with his supervisor. This is when I got the opportunity to speak with Wellington Chen.

Wellington immediately dismissed me by saying he would send me a return ticket for the 4 chairs I already have. I don't want to return the chairs. I told him as much and that I wished to have the remainder of my order sent. He said that was not an option.

That I had already gotten a free chair from them and that they would not be honoring their website or their posted price for the merchandise. His only resolution was for me to return the chairs. I am still not content with this option as I have been waiting for 2 months for these chairs. I told him I would contact an attorney.

He scoffed at me and said "Over $200?

I will cost you more than $200 for the attorney." And yet he had no problem attempting to use deceptive business practices over $200. After discussing the matter with an advising attorney, I have the option of pursing a small claim against Appliances Connection and Wellington Chen for the remaining set of chairs outstanding from my second order, the filing fees associated with any claim filed, and for the 20+ hours I have had to spend on resolving what should have been a simple business transaction.

Reason of review: Order processing issue.

Monetary Loss: $110.

Preferred solution: Deliver product or service ordered.

Appliances Connection Cons: Biggest scam around, Poor communication.

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