Appliance Recycling Outlet

Reviews 3

MA

Matt Kellner

On a recommendation from a friend, we called Appliance Recycling Outlet in May 2013 to ask if they had any scratch-and-dent deals on the red LG HE washer and dryer set. The person I spoke to clearly said they could get that set for us and made it sound as though the set would be coming straight from the manufacturer - it would take just a week or two, and theyd send out loaners in the meantime. It was a great deal - more than $600 off retail. I went ahead and placed the order over the phone. A few days later, the shop delivered a loaner washer and dryer that were marginally better than our old, broken set. // Over the next nearly three months, NOT ONCE did they EVER call us to give us a status update. I had to call them at intervals, and half the time they couldnt even find my order. At one point, I was placed on hold for more than half an hour while the guy "searched" for our invoice. (Its also worth noting that they never sent us any paperwork on the order - all I had to go on was the reference number for the credit-card charge.) At the 2-month mark, I called asking for an update, and they told me they had the washer in, but were still waiting on the dryer, and they said they could deliver the washer sometime in the next week. They never called to schedule a delivery time. A couple weeks later, I called to cancel the order, and they THEN told me they had both units in, and offered to deliver them WITH the optional pedestals at no extra charge. Scheduled the delivery for a few days out. // The delivery people arrived two hours late, and the units were heavily damaged and obviously used and refurbished units, not the "new scratch-and-dent" units we had been told wed be getting. The dryer was in terrible condition - it looked like it had fallen off the delivery truck. There were no parts, no tools, no documentation, no manuals, no dryer power cord, nothing to go with these units. My wife sent me photos of the damaged dryer, and we agreed to reject the delivery and cancel the order. We went out and purchased a new set from our local hardware store the same evening. // I spent all of the next day trying to get hold of the manager at Appliance Recycling. The people who answered the phone kept telling me all sales were final and no refunds would be provided - "says so on your sales slip" (which we NEVER received). When I finally got through to the manager, he told me that the dryer left the shop in better condition than it came back (blaming the delivery folks for the damage), he would have "no trouble" selling the set to another customer for more than what wed paid for it, and he told me he would process my refund in a couple business days. He also said he would "have words" with the person who took our order to make sure he set "realistic expectations" of what this shop actually can deliver. // Two weeks later, still no refund, and I was unable to get through to anyone at the shop after half a dozen attempts. I finally called my credit card company and explained the situation to them, and they agreed this sounded fraudulent and filed a dispute on my behalf. // I hate having to resort to disputing CC charges to get companies to do the right thing, but the fact is, they misrepresented themselves badly, they completely failed to get in touch with us when they had the units in, and theyre now telling me that they intend to double-sell the appliances, which last I checked was illegal. // Never doing business with this company again. PS: To the user below who would likely be asking me "What did you expect??", we had been told that the place specialized in "scratch and dent" merchandise, which is a common thing for appliance stores. And when I specifically mentioned this on the phone, the person who took my order did not mention a THING about the units being used, refurbished or otherwise not in new condition. Given my experience, that isnt just me misunderstanding something - thats outright misrepresentation.

JL

jlleaper

Dont go here. Received a refrigerator almost 2 weeks ago, prepaid as is their policy. It arrived 3 hours late and without door handles (no joke). The delivery guys said the manager was aware of the issue and would take care of it so I accepted delivery. I tried calling the office but just got voicemail (which was full so I couldnt leave a message). I called several times later and the next day only to get the full voice mail again. A couple days later I reached someone and was told that they would have the handles delivered to me. I waited another day and spoke with the manager, Dave Wilson, who said they had to order the handles and they would be in that same day (why was it delivered without handles!!). Another weekend went by so I called again. The person I spoke with "Ken" claimed to not know anything about it and needed to talk with the manager. He took my phone number and then placed me on hold for about 10 mins, and never returned or called back. I called back about an hour later and again "Ken" said he needed to talk with the manager and would call me back. He asked for my phone number again. I told him I needed it resolved that day as I was selling my home and needed to include the fridge. Nobody called back. I finally drove 30 mins to the shop to speak with the manager, Dave, in person (ironically he was standing right next to "Ken"). He clearly could not care less about my issue. While I was in mid conversation with him he picked up an incoming call and made me wait (with 3 workers standing around idle). I asked if he had the handles that he said were coming in the previous week. He said he did not and didnt know when he would have any. Instead of offering a real solution he said he would just remove the refrigerator from my house. How does this help me??? Dave admitted that he knowingly sent the fridge to my house without handles, apparently intending to send the handles at a later date. Wouldnt it be reasonable to get the consumers approval before making such a decision?? Im not the only person this has happened to. Another guy on yelp claims his fridge showed up missing parts as well. These guys dont want to deliver customer service and they are totally dishonest. Not once did these guys call me. I always had to call them.....only to get lied to repeatedly. Dont make the mistake I did of going to this place and trusting that they would deliver what they promised.

A

A Private User

Have the people complaining about not having their parts available ever taken a look at the name of the business? Does it say appliance parts store? Do you go into Nordstroms and ask the maintenance people to fit your new suit to you in order to have them alter it? The building is a bit confusing at first. All you have to do is look around and you will figure it out. For example, the person looking for a stainless fridge and the person they spoke with said $600 but didnt know what kind of shape it was in was more than likely in the wrong department. Had that person looked at the sign in that area, it probably said repair area or receiving. There are parts of the store that are for cleaning, repair, diagnostics, etc. If you are looking to deal with someone, talk to the sales people, not the behind the scenes people. The behind the scenes people are the ones who are doing their job but will stop to try and help you until a salesperson is available. For those of you who were complaining about the distance you drove to get there, get a clue. You probably drive 2 or 3 times that far everyday to work. Fifteen minutes of drive time is nothing on the I 5 corridor. I live about 4 hours away and cant wait to get there when I need something. The prices are always spectacular, the products are just as good. The only reason I gave it 4 stars is because they can use more sales staff at times. On the flip side of that, business flow is a lot like traffic on the freeway. Sometimes are horribly busy and you need to sit and wait. Other times you get right in and out. Get a grip people. It isnt the grandest looking place, agreed. How do you think they keep their prices down? If you are looking for ambiance, go to the high end stores where you would pay 4 times the price If they spend all their money on overhead and frosting, you would pay the same price as in the fancy stores. What do you want, atmosphere or good deals on good appliances? Just in case you havent figured it out, when I read these reviews I really became upset and had to set some people straight. What ever happened to using common sense? If you are still reading at this point, bless you. Thank you for your time. Paula