• Report: #505093

Complaint Review: CompactAppliance.Com - EdgeStar Products

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  • Submitted: Tue, October 06, 2009
  • Updated: Wed, October 07, 2009

  • Reported By: Jefferson — New York USA
CompactAppliance.Com - EdgeStar Products
www.compactappliance.com Internet United States of America

CompactAppliance.Com - EdgeStar Products Livingdirect.com Defective Edgestar products being peddled by aggressive website. Internet

*Author of original report: Nice Fuzzy Response but Bad return Policy and Customer Service is factual

*UPDATE Employee: Response to Jefferson of New York

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I bought an Edgestar Air Conditioner from www.compactappliance.com and was extremely impressed with the friendly courteous service I received from the sales representative. I was shocked at the complete 180 reversal of attitude when I attempted to return the defective unit that stopped working after a month and leaked all over my floor.  I was told that I would have to call the manufacturer Edgestar to ascertain that product was defective or I could just send it back at my own expense?!?Why would I spend another $70 on this whole transaction??  So I had no choice but to be pushed around by this CompactAppliance website. 

Incidentally, I did some research and found out that this Edgestar brand is actually owned by this CompactAppliance site. No wonder they were so aggressive in pushing the the portable air conditioner and so reluctant to take the unit back.  There have also been numerous complaints on the web that discusses this matter.

I called the Edgestar company about 4 different times and was greeted with a voicemail repeatedly. What kind of scam is this?  I urge all of you who have had similar experiences to 1) Chargeback your credit card 2) Report this to the BBB 3) File a Rip-off report and share your experience with others on various ratings sites like Epinions and Bizrate. 

This report was posted on Ripoff Report on 10/06/2009 10:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/CompactApplianceCom-EdgeStar-Products/internet/CompactApplianceCom-EdgeStar-Products-Livingdirectcom-Defective-Edgestar-products-bein-505093. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
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#1 Author of original report

Nice Fuzzy Response but Bad return Policy and Customer Service is factual

AUTHOR: Jefferson - (USA)

CompactAppliance is obviously eager and quick to respond very "caringly" any reviews and posts that show the ugly truth. but the fact remains that the return policy is terrible, the buck is passed between the affiliated company Edgestar and Livingdirect. Both of them force you to troubleshoot the product via phone to prolong the overall return process. Here's an excerpt of CompactAppliance's return policy. I had a bad experience but you can decide for yourself if you want to shop here:

Products that are not damaged or defective may be returned for any reason within the first 30 days after delivery. Returned products must be in a new, fully functional, and undamaged condition, and must include the original box (including over boxing), packing materials, manuals, and accessories. All returns must have a return merchandise authorization number (RMA). RMA numbers may be obtained by contacting our customer service department Monday through Friday, 8am to 5pm CST - (800) 297-6076. SHIPPING AND HANDLING COSTS ARE NOT REFUNDABLE AND THE PURCHASER IS RESPONSIBLE FOR THE COST OF THE RETURN SHIPPING.Returns related to orders that included "free shipping" or a shipping charge less than $10.00 will be subject to a 15% shipping recovery fee. To avoid the shipping recovery fee you may purchase another item of equal or greater value. Please contact our customer service department if you wish to pursue this option. All returns will be inspected and CompactAppliance.com reserves the right to adjust the refund on the return depending upon the condition of the returned product.

The products listed below include the following return restrictions:

Portable air conditioners, portable air coolers, and heaters are only eligible for return within the first 15 days after delivery. All other return conditions and policies stated previously apply.

Only Water Heaters that are in new and unopened condition are eligible for return. Water Heaters that have been installed may not be returned for any reason. Please consult with one of our specialists on sizing your unit if you are unsure about the sizing requirements for your geographical area. Regular returns will be charged a 25% restocking fee.

For safety reasons all gasoline and oil must be removed prior to returning any gasoline or diesel powered products. Failure to do so may result in our warehouse refusing the return back to the customer who will be responsible for all related shipping expenses. All other return conditions and policies stated previously apply.

If you still think this site is is better than shopping at a brand name retailer's site go for it. Just be prepared to pay for it when you get a defective product or even change your mind on something.  Compared to a 30 day no questions or even instore return from a HomeDepot? Kind of a no brainer. 

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#2 UPDATE Employee

Response to Jefferson of New York

AUTHOR: B. ford - service manager - (U.S.A.)



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I am sorry to read that your Edgestar unit may not be
functioning as designed.   Edgestar
products include a 90 day labor 1 year parts service warranty that you
should utilize to have the unit repaired if needed.   I see from your posting that you have had
difficulty reaching the Edgestar service department.   As of this writing, our service center is
offering a less than 2 minute wait time if you call us at the following toll
free number during business hours: (866) 319-5473, M-F, 8am to 5pm CST.   Please have the unit near you when you phone
them so they may properly troubleshoot the issue with you.   Should you continue to have difficulty
reaching our service department please email me directly with your daytime
contact information and I will have an Edgestar service rep contact you
directly to help avoid any further delays. My email: bford@LivingDirect.com

 

The fact that Living Direct, Inc is the parent company of
Edgestar and Compact Appliance is something that we openly share with our
customers.   Please visit the retail
website that you refer to in your posting ( www.CompactAppliance.com ) and scroll
down to the bottom of our homepage.   You
will find a current listing of all Living Direct divisions including Edgestar
products.

 

Again, I apologize for the inconveniences you have
experienced related to your recent purchase and urge you to take advantage of
the warranty included with the item so that we may properly assist you.   As stated previously, I will arrange for an
Edgestar service tech to contact you directly if needed.   Please feel free to contact me with any
further questions or concerns.   B. Ford,
Director of Customer Relations Living Direct, Inc.   bford@LivingDirect.com

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