ComplaintsforYKB Store Inc.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase 3/2/21, still on going I purchased and paid for a set of KitchenAid appliances and I'm still waiting on oven/microwave combination model KOCE900HSS (cost of $3790). After two years now they're providing me with a replacement model KOCE500ESS (a lower model). I'm will to accept this lower end model. I still have with them a balance of $1065, which I know I have. So after two year of me waiting for an oven, and prices have gone up. Now if I don't pay them upfront, they're threading me, that they'll cancel the order and refund my balance($3790-$1065). We've gone back and forth with them regarding item, and I can't trust that they will deliver the product. I'm willing to pay them, once I do receive the oven. but given their history, I can't trust them.

  Business response

  03/28/2023

  Hello Brea:

  I hope this message finds you well.

  
  

  Thank you very much for allowing us the opportunity to explain this very unjust complaint against our establishment.

  The situation has been resolved and the job has been completed. We delivered the oven this morning and attached is a copy of the signed receipt.

  We would truly appreciate your assistance closing out this complaint. 

  
  

  Thank you and we are looking forward to hearing from you .

  *****

  
  

  
  

  
  

  
  

  This order was placed on 03/02/21 and there has been a factory delay from ************** due to the supply chain. We have offered this customer a full refund many times. We even tried calling other factory dealers to 

  let them know where they could purchase it. The oven was not available anywhere. 

  
  

  Attached is some of the correspondence back and forth with the factory and one of the last messages to the customer. There is a lot more since we have been in constant communication with the customer and the factory for about 2 years. 

  I can provide you with copies if you need it but I think this pretty much explains everything: 

  
  

  ------- Forwarded message ---------
  From: ************************* <joy_c_posey@whirlpool.com>
  Date: Fri, Sep 16, 2022 at 4:27 PM
  Subject: Re: YOUR KITCHEN AND BATH ***** ORDER 0*********
  To: ******************* <**********************************>

  Hello ****,

  Order #*********, for KOCE900HSS, placed 03/02/2021

  I'm very sorry for the delays and the lack of communication.  

  As you may be aware, industry-wide regulatory changes required all manufacturers to modify the ventilation system on wall oven platforms. Due to unforeseen part availability, our product launch on this model has been delayed much longer than expected. At this time we are not able to produce the KOCE900HSS. I can't give you an estimated date but I know we won't have this model in 2022. We are running production on the KOCE500ESS, however, we currently have over ****** backorders with the oldest orders dating back to early 2021. 

  The only option I found would be a single wall oven, KOSE500ESS, with a microwave and trim kit above. We have a couple of microwave options that would work for this configuration: KMHC319ESS, KMLS311HSS. All three of these models are currently readily available.

  I apologize for the inconvenience this has caused.

  Thank you,
  Joy

  
  

  
  

  
  

  On Fri, Sep 16, 2022 at 2:08 PM ******************* <**********************************> wrote:
  

  Hello Joy, I am writing to you because we have been waiting on this order since 03/02/2021. We are waiting for the micro/oven combo unit. We haven't had anyone to speak to regarding this order and would appreciate you looking into this for us. Our customer thinks we are scamming them at this point, even after they received other pieces in the order. Is there any way to get this unit expedited? I know it currently shows a november date but I don't trust that to be accurate and our fear is another delay. I appreciate anything you can do to help us with this..

  Thank you!

  
  

  --

  On Thu, Jan 5, 2023 at 12:35 PM ************************* <*************************> wrote:
  

  Hi *****,

  Thank you for your email. First, let me say, I'm very sorry for this long delay and inconvenience.

  I reached out to our merchandising team and was told there is production scheduled for this model the week of 1/23/23. We marked your order with a priority code so you will receive a unit from this production run. These are manufactured in *********, **. From there it will be transferred to your regional distribution center in ******* and then to the local distribution center near you. My guess is you'll have this in mid February, as long as everything goes as planned.  Again, I apologize for the long delay.

  Order #*********
  

  Placed 03/02/2021

  KOCE900HSS

  Thank you,
  Joy
  

  On Tue, Jan 31, 2023 at 2:21 PM ********************* <****************************************> wrote:

  Hi Joy:

  Hope you are doing well. Just following up to make sure all is on schedule. 

  I'm sure that I will be getting a phone call from the customer in the next few days and I would like to be ready.

  Thanks again 

  *********************;

  
  

  On Wed, Feb 1, 2023 at 12:32 PM ************************* <*************************> wrote:
  

  Hi *****,

  I looked at your order. The product still hadn't been produced. I called our escalation team and found out there's another delay due to the supply chain. The new "Estimated" date is ***** to May. I am so very sorry! 
  

  Thank you,

   Joy 

  
  

  
  
  

  
  

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

   

  Text message on Feb 04 at 3:03 PM 

  Hello *****************: Hope you are doingwell. I am writing in response to your last text regarding your order for theKitchenAidoven KOCE900HSS. First, I want to express how deeply sorry we are about this negative experience. I put myself in your shoes and I would be equally upset. Having said that, we are not a purchasing agent, we are a small business and an authorized dealer for specific brands, therefore, we do notshop from other dealers then turn around and sell toourcustomers(they are our competitors). There are many obvious reasons why wedo not do that:the main reason being factory warranty and damage liabilities. We placed your order to KitchenAid and paid for it immediately, almost 2 years ago. We have been equally impacted by the delay from the manufacturer. It is always our intention to go out of our way, work above and beyond to provide excellent customer service. That is thereason why we have reached out to KitchenAid many times for assistance and asked for options during this time instead of just cancelling the order and issuing you a refund. We have three options: We can cancel your order and issue you a full refund. We can continue to wait for your order which has a factory priority but hasnow been pushed back until ***** due to the supply chain. We can reach out to KitchenAid to replace it with a similar model KOCE500ESS (this model is also back ordered) and ask them for assistance for any price difference, (Note: if there is a price difference, it is up to you to assume it ). As I advised you, I called various large retail stores and there may be one store in *********** that has the KOCE500ESS in stock. As a reminder, once you confirm this option, we will cancel your order, issue you a refund and we will not be involved with any future purchase from other dealers. Please consider which of these three options you prefer and let us know. We are all truly sorry for the outcome but this has been totally out of our control.

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