A huge mistake!
Written: Jul 19 '05 (Updated Jul 19 '05)
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I've always had good luck with online purchases. Boy, did we screw up here.
Ordered a $ 1399.00 washer/dryer combo, after talking to their self proclaimed "expert" who was supposed to help you decide to make your purchase correctly. The guy could only say "it's a great product-there is nothing more you need to know". And yes, I got my email confirmation and the delivery was on time and fine. Even free shipping, which is tempting at the time. BUT the customer service agreement is absolutely horrible. Read it carefully before you purchase.
They say they only have the customer's happiness in mind, then they go on to say once it's shipped you get a 15% restocking fee if you need to return it for any reason. They also say you must open the box immediately to make sure nothing is damaged in shipment or you are responsible. Well, we did all that, then found the unit we received took 3 times as long to wash clothes, and wasn't able to fluff clothes that had been line dried at all. Dry clothes that went in to be fluffed actually came out damp after 1 1/'2 hours of drying, and horribly wrinkled. I called their customer service, figuring I guess I would have to pay the 15%, and called within the 48 hours they said you have to call, but the guy said "it's a 15% restocking fee only if you don't open the box. If you open the box, it's a 30% restocking fee. (But they tell you you HAVE to open the box)
There is an incredibly rude person (male) that you are assigned to talk to when you have a return. And they say they give your money back if you aren't satisfied. Maybe, but minus a 30% restocking fee and return shipping costs, if they'll even let you return it, no matter if it never worked or not. I said I was very upset with the unit and would be willing to trade it in for a separate washer and dryer from them. I'd only used it once. The guy started yelling at me about why I didn't ask all these question before I bought the unit (who would think to ask if the dryer actually dried the clothes-isn't it supposed to?) And that everyone knew these units are only good if you are stuck in an apartment without a vent. Funny that the guy I asked about the unit couldn't think to tell me that when I asked him about the unit, especially if "everyone should have known that"
I even bought a 4 year extended warranty and although they happily took the money for it, I get no paperwork about the coverage at all, and while I have called and left messages about this, no go. Do not believe anything they say about wanting their customers to be satisfied. Worst experience I've ever had, and now I'm stuck with a unit I cannot use...It's a huge amount of money to lose, and I'm not done with them yet, believe me!
Recommended:
No
What product did you purchase or try to purchase? washer dryer combo
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Epinions.com ID:
micki391
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Reviews written: 3
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