I ordered a refrigerator on April 4, 2012. The refrigerator was delivered April 17, 2012. The refrigerator is defective and requires repairs. On the outside, it appeared to be in perfect condition; however, neither the freezer section or the fridge section cool.
AppliancesConnection.com's return policy clearly states:
"In the case of an exchange of defective merchandise, please call our customer service department and they will create the exchange. AppliancesConnection will provide and pay for the outbound shipping for replacement of defective merchandise."
04/30/2011: The first customer service representative (I believe his name may have been Zachary) told me that I would have to pay for outbound shipping, even if the product is defective. The delivery company that AppliancesConnection.com used did not deliver the refrigerator with its original manufacturer's box. I told the representative this, and he said that was fine - all I had to do was wrap the refrigerator in bubble wrap, pack it as best as I could, and that no restocking fee would apply. He created an RMA for me and said that the RMA number was valid 30 days from the date of issuance, and also that even if their 30 day return policy expires, the RMA will still cover the return. However, AppliancesConnection.com's return policy states:
"RMA numbers are valid for 18 days"
Also, the RMA that I received states:
"RMA numbers are valid for 10 days only and the product must reach our warehouse before then."
I am receiving inconsistent information. The second representative I spoke to on 04/30 was female, and had something different to say.
04/30: I explained to the female representative that my product was defective, and that after reviewing their return policy, I believed that I could return my defective product, and they will pay for outbound shipping. She told me that I was incorrect, and that I would have to pay for outbound shipping, plus a 30% restocking fee because I did not have the original manufacturer's box. However, the RMA that I received states:
"Defective products can be returned for replacement with the same product without restocking fee. Replacement product will be shipped out on receipt of the returned product by AppliancesConnection.com without additional shipping charges."
AppliancesConnection.com is not honoring their return or replacement policy.
I have discussed this matter with my credit card account representative, and have initiated the process for a dispute of the charge.