ComplaintsforAdams Furniture & Appliance

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Speed Queen ******* machine on January 11,2023 and it shipped the same day and arrived without a packing container. It stopped working on January 16, 2023, five days after purchase. I came to ******************** Furniture in ******** to let the manager know I no longer wanted the used machine. I spoke with Mr. ******************** to get a new machine. He referred me to settle the matter with ******************** furniture in ********, *****, with the same results, no new machine, and they would not pickup the used machine.I do not want to purchase a broken machine that needs repairs five days after purchase. I want the machine to be picked up and my account credited for the amount of the purchase $1515.39.

  Business response

  02/09/2023

  Mr. and ***************** came into our Longview location at Adams Furniture and purchased a brand new ******************* This is the best washer on the market today and it comes with an outstanding 7 year parts and labor warranty. We were able to acccommodate the ******** and deliver the washer the same day in ********. As is standard with all of our deliveries, our delivery men went to the warehouse, uncrated the new unit and inspected it for any damages, and put a blanket on it and loaded it on the truck and left for their home. **************** continues to state that we delivered him a used washing machine. We do not sell used appliances or furniture for that matter. When he first notified us of a problem with the washer, we told him no worries he has a full warranty and we would send a service tech to inspect the washer for any problem. We scheduled him a time and the next day he called us back to cancel the appointment, said we delivered a used washer, and demanded a refund. We tried to speak with him and go over his options but he refused to let us get  a word in on the telephone. We have been in business since **** and would never sell something as new and not deliver what was sold. We finally explained to him that there is nothing we could do further if he refused service and for us to inspect for what he was claiming to be wrong. We stand by our business and we stand behind the maunfacturers warranty to service the washer. Our position is still on the table to check it out for him. We told him if for some reason the washer could not be fixed we would then proceed further. Thank you.

  Customer response

  02/11/2023

   
  Complaint: 18951892
  
  I am rejecting this response because:  I did not make this major purchase to have it stop working five days after the purchase.   I major purchase like this should work for more than five days.  Per the Adams furniture return policy regarding cancellation or return: "  If the product does not meet the customer needs the customer can contact the store."  The washer stopped working five days after installation.
  
  Sincerely,
  
  ***** And ***************************

  Business response

  02/13/2023

  Once again we spoke on the telephone directly with the ******** this week. We informed them again that they have a full manufacturers warranty on their purchase. To resolve this issue all they have to do is to allow us to send a service technician to their home to inspect the washer for defects or for something not owrking. Once again they have refused to allow a service technician to come out and get the unit working properly. We also have said if for some reason the washer is defective or can't be fixed we will replace it with a brand new one at no charge. But we have to have it inspected first per the maunfacturers warranty. We have been in business for over forty years and have never had a customer refuse service on a product they claim is not working. For instance, if you go and purchase a brand new car with the manufacuters warranty and you have a problem with it, they do not say bring it back and get a full refund, they will tell you to bring it in and let us take a look. We have gone out of our way to explain this simple solution to our customer. And time and time again they have refused. As always our offer stands to send a tech out to inspect the unit.

  Thanks,

  ***** Adams

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