• Report: #1144617

Complaint Review: HCcost

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  • Submitted: Tue, May 06, 2014
  • Updated: Mon, June 30, 2014

  • Reported By: Alex —

HCcost took $1,798.99 out of my bank account immediately, but has not delivered the item I ordered (as of yet) on Amazon Internet

*Author of original report: Update on the situation

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I ordered a $1,798.99 oven from HCcost through amazon on April 8th. I've been using amazon several times per week for 7 years now. And I've never had any issues with vendors. They took the amount out of my bank account immediately, even though amazon asks its vendors to do it at the time of shipment of the item.

April 25th. I took the day off and waited in my home. Nobody never called me to say "hey, we're downstairs, trying to deliver your appliance" (we live in an apartment building.) Instead, my husband, not me, had a missed phone call from our doorman. Nobody showed at our door or called me to let me know that the oven has arrived. I called the delivery company about 30 minutes after my husband informed me that he had a missed call from the doorman. They stated that "the driver is too far away at this point and would have to come at the beginning of next week." Awesome!

When I called on the following Monday, I was told that they "don't have a truck coming to that area any time soon." So I was forced to wait until Friday, May 2nd. I am located 5 miles away from New York City. That's a highly-populated area. So I don't see why I had to wait for another 5 days due to their mistake.

I took another day off on May 2nd. I received a call at 7 a.m. on from someone working for the delivery company. He was informing me that the oven is on its way and "should be there shortly." I tried calling back, but nobody responded. When the delivery people showed up 2 hours later, it turned out that the oven was not even in their truck?!

I kept calling the delivery company's phone number for over an hour until someone bothered to pick up. I was then told that the oven was received by them broken... and they were waiting for a replacement. That makes zero sense to me. If they received a broken item and knew about it immediately, why did they make me take the day off from work to sit around and wait for them? Naturally, I was very frustrated about this. They promised that my oven will be delivered by the following Wednesday - May 7th.

I took a 3rd day off work. But when it was April 6th and nobody had called me to schedule a time for the delivery, I started calling both the delivery company and HCcost. I found HCcost's phone number after a lot of digging. Here it is in case someone needs it: 800-299-9470. (Side note: when I called, I heard a message saying "Hello and thank you for calling APPLIANCES CONNECTION." Really?! So they do business under a different name too.)

The shipping company and HCcost started pointing fingers at each other. I received no apology for wasting 3 personal days off work.

Now here's the worst part:

I had paid an installer to come on Wednesday and Thursday to work on my kitchen. He charged us $150 for the GAS oven's installation, which I cannot do myself. Many specialists do not allow you to reschedule your appointment on such a short notice (less than 24 hours in advance.) And that was something that I specifically told the delivery company personnel over the phone the previous Friday. To make matters worse, I had people coming on May 9th for a granite template. And they require that all items are available to them for review (cabinets, oven, sink, faucet, etc.) They also require 7 days advanced notice for rescheduling appointments or add $95 to your bill. I've already paid them for the granite, so I can't just pick someone else.

The woman on the phone at HCcost (or should I say Appliances Connection) was not apologetic at all. She sounded like she couldn't care less. She offered no explanation of any kind. She also didn't know where the oven is or if it will be delivered on Wednesday... Thursday... Friday... or at all. She said that she'd call me back, but she never did. When I called back (during business hours), nobody picked up. The people working at the shipping company are claiming that the oven will be delivered on Friday, May 9th. I've taken another day off work. Hopefully it will really get here in one piece.

I ordered this oven on Amazon, because I was expecting a smooth transaction and delivery process. But so far, I've wasted 4 of my personal days from work. On top of that I will most likely be forced to pay $150 to the installer. 

Do not do business with this company! They are a bunch of crooks who will take your money and then lie, hide and deceit you. There are plenty of reputable companies where you can take your business. This is NOT one of them.

Avoid at all costs!!!


This report was posted on Ripoff Report on 05/06/2014 11:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/HCcost/internet/HCcost-took-179899-out-of-my-bank-account-immediately-but-has-not-delivered-the-item-1144617. 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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Updates & Rebuttals

#1 Author of original report

Update on the situation

AUTHOR: - ()

So the oven I ordered was supposed to be delivered on May 9th - between 9 a.m. and 12 p.m.

(Nobody bothered to respond to my e-mail sent on May 6th, inquiring about the status of my order.)

I called HCcost on the afternoon of May 8th and asked them for the delivery person's cell phone number. I wanted to call him and ensure that he will deliver the appliance the following day. I called him and left him a message.

I spoke to him around 8 a.m. the following morning... only to find out that he was not in fact the driver who had the oven. He said that it was another driver. I had to wait until after 10 a.m. for HCcost to open in order to get someone on the phone. That person gave me the actual driver's cell phone. And here's where the ridiculous lies and nerve-wrecking started...

The actual driver immediately stated that "his truck broke somewhere in PA." He informed us that he will not be able to deliver the oven... until the following Friday (May 16th.) Seriously?! I had called granite and oven installers for 12:00 and 1:00 p.m. We needed the oven for the granite's template.

When I called the shipping company's rep, they weren't apologetic at all... They started saying how there wasn't much they could do. Eventually, after half an hour of transferring and arguing with my husband, they promised that "once the truck is fixed, we're going to be first in line for delivery." They said that we'll have the oven by 1 p.m. We called the driver and "he said that there's no way this would work, as he had many other deliveries to make."

Around 11:30 a.m. I called HCcost and got to speak to several completely incompetent representatives. One of them hung up on me. Another had absolutely no idea what to do with an amazon order number. Eventually, I got to speak with a horribly rude woman named Maria A. At first she told me that the oven should be delivered by 12 p.m. When I pointed out that the driver's truck broke and informed her of his unwillingness to deliver our order first once it's repaired, she put me on hold. She then proceeded to tell me that the item might or might not be here that day. When I told her that I had people coming to install it at noon, as well as different people coming for a granite template at 1 pm, she did not care one bit. I explained that we really need the oven... and I could ask them to wait for a little bit, but not reschedule them at such short notice without reimbursing them (second time around!) I was put on hold again. Eventually, Maria A. offered me $50 for the inconcenience after "speaking with her manager" with whom she would not let me talk. She said that the oven would be there by 4 p.m. So I had to waste more time, possibly spend $150 to reschedule one installer and $95 to reschedule the other one... Wow!

Not only that - when I pointed out that it's been 20 days during which they could've scheduled a proper delivery, Maria A. said that it was MY FAULT for going on a 1-week trip right after placing the order (on April 8tth.) I'd like to point out that I contacted them immediately to let them know that I'd like the oven delivered after April 20th, as I would be away. They couldn't deliver it between April 20th and May 9th - that's 20 days, 4 personal days wasted for me and numerous hours spent e-mailing them and calling them!

When I asked her about the one time the driver showed empty-handed, her response was "mistakes do happen." And she told me how "the drivers don't know what's in the truck and what they are driving." Oh-my-God!

She also yelled at me that she's cancelling my order... and basically told me to go screw myself when I asked her what she proposes I do with the installers that would be coming at any minute.

I then chatted with Amazon and they filed an A-Z guarantee claim for me. Their customer service was excellent, as usual. My husband and I decided that we did not want the oven anyway. It's a high-end item and what happens if it breaks or doesn't work at all? We would've had to deal with HCcost's horrendous unprofessional employees again. No, thanks!

But things don't end here... the driver called me at 12:30 p.m. and started threatening me. At first I had no idea who was calling, because his number was hidden. When I recognized him, he said "ohhh, now you know me, huh?!" He wanted the address (isn't he supposed to have that?) He started pushing us to drop off the order around 1:45 p.m. I repeatedly told him that we've cancelled it. He started yelling at me, cursing and saying that we've been wasting his time. (No joke?!)

Sigh...

I spent that afternoon running around and researching how I could get a new oven. Most places had 21+ days lead time... I finally found the oven at Reno's Appliance. I paid the extra $300 or so, but I received the item in mint condition within 3 business days. There was no hassle, no issues, just a beautiful product delivered to my kitchen from professional people. I wish I didn't waste so much time with HCcost's nonsense.

I'd never buy another item from a third-party-seller with no phone number, physical location or great reviews.

HCcost - you suck!

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