Ordered a front panel for my dishwasher, and received a totally different panel than I ordered. The part number on the box and actual part was different then when I ordered, and the part definitely did not match the picture on their website. I emailed them and didn't get a response until about 3am (all of my customer service replies arrived in my e-mail around 2am to 3am EST.) They told me to contact whirlpool, Basically saying I didn't know how to install the part or I needed more parts to make it work. We'll, I'll let the paypal log do the talking. I have not edited the text in ANY WAY. I did leave out the early e-mails as it's just a bunch of back and forth of them blaming me for ordering the wrong part. (Newest replies are first, so start from the bottom if you want chronological order)
Notice how uninformed the customer service people are, and at the end when I asked them to agree to a refund including the shipping I had paid (not even return shipping) The seller escalated it to paypal and lied their BUTTS off, saying I had ordered a DEFECTIVE GASKET??? I NEVER ordered a gasket, and I NEVER said ANYTHING was defective! It was a front panel for a dishwasher!,
Paypal, who of course instantly found in my favor for a FULL refund if I agreed to ship the parts back.
7/25/2011 15:16 EDT - PayPal: Seller escalated this dispute to a Claim.7/25/2011 15:16 EDT - Seller: Good Afternoon, At this point we do ask PayPal to intervene in this case. Our customer ordered and was shipped the correct parts for his unit. Our customer originally claimed he received a defective gasket so our Team replied immediately and issued a replacement. The replacement was delivered and our customer is stating the same complaint. These gaskets
are directly from Whirlpool and they are the correct gaskets for the customer's unit.
If our customer does not want to keep the gaskets we have issued a return authorization number for him to send
the gaskets back to our company for a refund. Once these are received his account will be refunded for the merchandise only. We believe that our resolution for our customer is reasonable and we ask that PayPal please step in.Thank You,Kari AllenOffice Manager Appliance Zone LLC
7/25/2011 13:18 EDT - Buyer: I'msorry but I did not order the part you sent me. Your issue with Whirlpool is not my problem. I ordered a certain part # from your site in good faith I would receive that part, and I did not receive it. When
I sell a computer part for my company, and it's shipped directly from the manufacturer, but it's not what the customer ordered, I eat the shipping costs. Because that is what ethical companies do. But if you want to go the other route, I will ship both incorrect items to you via UPS at my expense if you agree to a full refund of $32.21.
for the part, and $6.95 for shipping I paid for it being sent to me.
7/23/2011 15:58 EDT - Seller: Matthew,
There was no error on our part and we will not responsible for the shipping, We will allow you to return these for a refund but we simply shipped what the manufacturer provides for your model number. Appliance Zone does not manufacture the parts we just sell them.Kari - Office Manager
7/22/2011 17:47 EDT - Buyer: Yes Kari, I know according to Whirlpool they are a replacement, but as I already discussed with the other customer service agent David, in e-mails. I have talked to Whirlpool and they sent out wrong parts for that part number. David said he was checking into this, then you guys sent me another incorrect part, after I said to please check the part to make sure it's the right one before you send it. Apparently you cannot do this since your company doesn't actually stock the parts, and just have the distributor send them directly to me. The problem isn't with
the refund I already requested that, the problem is that I don't think I should be held responsible for your companies mistake of not sending a customer what he ordered, and that you should provide me with UPS labels for these parts so I can send them back.