ComplaintsforMore Than Vacuums

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Miele Scout RX 2 Vision Robotic Vacuum on December 30,2023. Price of item was $674.99. Upon getting it home we discovered that the unit had been already used and the remote control was missing. We informed the store on January 2 and they asked us to bring it into their Englewood store and speak to manager *****. I brought unit in on January 4, ****, and was told by ***** that they do not give refunds and that it was the last unit they had and didnt think he could get another one as it was a 2023 model. The equivalent **** model may be available but he would have to check and we would have to pay difference. He asked that we leave the unit so he could look at it and offered to replace the brush to a new one and get another remote. He states he would also look at what options for another model would be. He never called back so I called on January 8 to see what was happening. He said they had diagnosed the unit and it was good as new. We accepted that this may be our only option but upon getting it home on January 16 it still had operational issues. We called and said we were unhappy and would like a refund and took unit back on January 18. told us that he would need to speak to **** the Gm and that we would get a call back within 24 hours. No one has called us back.

  Customer response

  01/26/2024

  Hello, wanted to report that the business has agreed to exchange the vacuum for a brand new one.  Can you please **** the case as resolved and inform the business that we will be withdrawing the complaint.

  Thank you for your assistance, I do not believe that the final result would have been resolved without your intervention.

   

  Best regards,

  ***********************

   

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchase a Miele C1 vaccuum on 12/22/23 *** removed it from the box and set it up. At no point in the transaction did he explain that all purchases were non-refundable Went to the store on 12/23/23 to return the item. I was not happy with the vacuum He said they have a non-refundable policy. He could not help me and his boss was gone until Jan 3, ****. They did not disclose this policy upfront, and said nothing about a restocking fee. He kept trying to tell me Im making and mistake and should keep the vacuum.I would like my money back

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my Dyson vacuum in for repair and paid a $60 deposit on a out august 8,2021 with the store telling me they were swamped and it would be maybe a month before they could repair machine. I called them on 9/21/2021 to see if it was fixed and they said no repair order had been written yet. I asked if they could issue repair order and call me with what it would cost and time it would take. They said they would and that was the last time I heard from them until I drove to their store at ************************************************************** August of 2021. Employee at store said that my vacuum probably had been recycled and I was just out a vacuum. I called store back on Wednesday 10/19/2022 to complain and ask why I was never called back on repair stating the fact I was the one who had to reach out to them and they never returned my call or updated me if repar wasn't possible. After arguing back and forth over their responsibility to honor written agreement they said they would search for a refurbished ***** or find me a shark as replacement. I don't want to buy a replacement vacuum from them I want my dyson back. I will have it repaired elsewhere. This whole experience smells like a scam. I am worried I will get no relief from them as neither me or my wife can find where we put the deposit/repair receipt. Is there anything you can do to help us get our dyson back? We are a retired couple who can't afford a loss like this. The store has a record of receiving machine and the deposit paid and all my information, but dispute that they never called me. I checked my phone and the only call made to that business was by me on 9/21/2021. They never even attempted to reach me. What I left them was the motor assembly with attached canister of a Dyson V8 absolute vacuum that's motor would surge and stop, surge and stop when trying to vacuum floor.

  Business response

  10/25/2022

  Yes, we were very swamped in August and September 2021. We were short of store employees as well as repair technicians: a couple had decided to stop working, a couple were out ill, and no one was answering our ads to hire new ones. We had many customers dissatisfied with our turnaround time, but we were very careful to call customers when their appliances were finished. Its impossible to tell a year later whether the customer gave us an incorrect phone number or email address, or just didnt see our contact attempts. In fall of 2021 we had many employees calling customers for the third and fourth times to come pick up their machines because they were piling up in our stores unclaimed and unwanted (more Covid fallout?).
  
  It is true that a year later, August 2022, the machine would be gone. Our displayed policy says appliances will be discarded if not picked up in 30 days, but we actually wait longer than that and were waiting for several months in the fall of 2021. It was probably early ******************************************************************************** other machines. We actually had no liability to replace the abandoned machine eight or nine months later, but as a courtesy on 10/19/22 we offered to give the customer a ********************** of equal value. We dont understand why the customer wont accept this offer.

*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. ↩