ComplaintsforPacific Sales Kitchen & Home Woodland Hills

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: Decore, 48 Pro Range - Model # DOP48M96DLS I am seeking a resolution.Pacific Sale needs to either fix the Range or exchange it due to the Range malfunction. It is a hazard and can cause serious damage. The control panel, one of the 6 burners, and the cast Iron plate dont function. The Range without a control panel, the Range including both ovens and Cast Iron plate is a piece of metal or junk which occupies the kitchen. The side control panels lights and the igniting nubs blink. The center of the control panel is a dark screen. The Cast Iron Plate doesnt heat up. (2 photos are attached )The Range was purchased in February ********************************** February 2024. The motherboard unit was replaced on 02/07/2024.Pacific Sale returned my original purchase on May 05, 2022, and repurchased a floor sample without informing me. The transaction was hidden from the manufacturer and the Range warranty period was affected during the time that I tried to convince the manufacturer that it was a legit purchase. The manufacturer doesn't honor the warranty because the sale of the Range was not showing in their system on time.

  Business response

  08/07/2024

  The client purchased her Dacor appliances on 1/26/22. she received the majority of her order on 2/16 with the exception of the range model #DOP48M96DLS since the item was backordered. The range become available in end of April 2022. We encountered systematic issue that did not allow the inventory to sync with her original order number# *************. On April 28, 2022, the team attempted to correct issue and again system did not sync with the inventory. We partner with our warehouse team and was able to MANUAL transfer into the store. The MANUAL process allows the store to receive the item into our building in woodland hills.  This process does not tie with her original order, so we sold this item as a grab a go and was not tied to original order #*************. This was done on 5/5/20222. The grab and go process does attached the range purchase to her purchase profile but does not provide a typically order number unlike a typical order that gets delivered out of main warehouse. We hired a 3rd party delivery and appliance company ABC APPLIANCE INSTALLATION. They drop off only on 5/11/2022. They attempted to install units a few times after, but client had to make corrections before it could be installed. The client shows ABC went out in august 6 2022 to see if they could correct the product. It was noted that it was a manufactured defect. The client stated that we exchanged unit. We did not exchange the unit. She has always had 1 unit at her home. She is trying to use the receipt against us and I explained what needed to be done. We are a subsidiary of BEST BUY. We have a call center through 888-best-buy. The manufacturer provides 2 YEAR standard warranty that includes parts and labor. Our return policy is 15 days. She was provided help at the store, calls were made on her behalf directly to dacor. On multiple occasions there are notes from Dacor on how she berated the technician. She then reached out to the sister company of decor which was ******** They agreed to go back out. There was even an occasion she was not comfortable to the people that went out and refused repair. On one occasion she attempted to use the invoice against us stating she DOES NOT HAVE RANGE IN HER PROCESSION. Obviously this was inaccurate since we have a delivery invoice stating the item got delivered to her home in MAY 2022. The invoice provided by ******* states cosmetic not functional and will not service unit. 

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