• Report: #1151445

Complaint Review: VIP Link Whirlpool Appliances

  • Submitted: Mon, June 02, 2014
  • Updated: Wed, September 23, 2015

  • Reported By: carzin — Raleigh North Carolina
VIP Link Whirlpool Appliances
Internet USA

VIP Link Whirlpool Appliances The more products you buy, the less likely you'll have them shipped! Buyers beware Internet

*Author of original report: The above rebuttal user is wrong/confused

*Consumer Comment: Sour Grapes

*Consumer Comment: Buying Appliances from Whirlpool

*Consumer Suggestion: VIP Link Terms & Conditions

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The Whirlpool Corporation makes a lot of appliance brands.  For their 'partners' and those that whirlpool deems fit, you can get a group code to allow you to join a special site called partners.whirlpool.com.  You can find the codes online.  Whirlpool makes this site and its pricing rather secretive, presumably because they are cutting out the middle men (people like Sears, Home Depot, and Lowes) from selling their product, and instead selling direct to customer.  While they aren't always the cheapest, they often run promos that can get the price of their appliances very attractively below the regular resellers.  They call this program their 'VIPLink'.


Make no mistake, you will NOT feel like a VIP when you use this service.

The only ordering process is pretty easy.  You select the appliances, enter your delivery address, select the delivery date, and enter your credit card.  No real issues there.  The problem comes when shipping the items to you.  First of all, the 'delivery date' that you select is entirely bogus.  It may or may not be the actual delivery date, so you can ignore that from the start.  In my case, I placed the order on May 6, and then I selected an initial delivery date of May 21, 2014.  By May 19, I had not received a call.  I called them up to discover that my microwave was on backorder, so as a result, they didn't ship my refreigerator, my stove, or my dishwasher.  And that they wouldn't be delivering until the following Wednesday (May 28).  They are careful to use the word 'estimated' delivery date, because as you'll find out, they can't promise anything on any date.  I was unhappy for a few reasons...  1) I had orderd almost 2 weeks ago. 2) They had not bothered to call me to tell me the order failed to ship. 3) My entire order was being held hostage because of a cheap microwave.

But I sucked it up.  No problem.  Scheduled another day off of work for the following week.  I found out they only ship on Friday to their delivery companies, so I called on Thursday (may 22) to see if they had the microwaves in.  I was told yes!   I was confident the problem was resolved until that following Monday, when I still had not gotten confirmation of shipment and a delivery setup call.  So, I called on the 26th of May to get a status check.  I was told that, once again, the microwave held the order up.  WHAT???!?!?!   This time the employee explained the key problem with partners.whirlpool.com ordering, and it is a big one, so I'll bold it...

Partners.whirlpool.com will not ship any part of the order until the complete order can be shipped.  AND partners.whirlpool.com will not HOLD any items in inventory from one week to the next if your order cannot be shipped.  Translation:  On the shipping date, if one of your items isn't available, then all the items are released back into inventory to be sold to other people. 

To further clarify.  Lets say you are making a big order of tile from a distributor.  In order for the distributor to send you the tile, they have to send it all at once.  But instead of setting aside your tile as reserved inventory, they keep selling stuff that is in your lot to other buyers, so its going to be really hard to get your tile shipped since people keep taking from your lot.

The person on the phone said that I needed to call before noon on the shipping day, see if any item was back ordered, and if it was, remove that item from the order or change it to an instock item.  So that is what I did next.  I called on May 30 to find a stupid microwave was on backorder.  I changed my order to a more expensive instock item, and was told it would ship.


Did it ship?  Nope.  Finally, surrendering, I called whirlpool and told them to cancel the entire order.  It just wasn't worth the hassel.

I have used them, successfully, for other orders.  But take my advise.  Do NOT place large orders on this site, especially if your need is time sensitive.  You just can't trust them.  They have no supervisors you can speak with.  Just sales 'consultants' that are meerly phone monkeys.

This report was posted on Ripoff Report on 06/02/2014 10:12 AM and is a permanent record located here: http://www.ripoffreport.com/r/VIP-Link-Whirlpool-Appliances/internet/VIP-Link-Whirlpool-Appliances-The-more-products-you-buy-the-less-likely-youll-have-them-1151445. 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

The above rebuttal user is wrong/confused

AUTHOR: - ()

1)  There is no 'ship separate' option on partners.  Never has been in the 5 years I have used the service.  I was wondering if I was nuts and missed that option, but just created an order to see...  Nope.  No option to split up the order, and this is from their own site in the terms and conditions of the delivery (see bold):

Home Delivery via Quality Express (QE) for Heritage Whirlpool & EXCEL for Heritage Maytag
  • Home delivery consists of delivering a Major Appliance to the home.
  • The Quality Express or Third Party delivery agent will call to set up a delivery date and time once the product is available for delivery.
  • Quality Express has scheduled routes for certain areas on specific days.
  • Your order will ship when all the products are available. All orders ship complete.
  • Deliveries in outlying areas may take up to an additional two weeks, after the product(s) become available.
  • The home delivery service is not available in Hawaii, Alaska or outside the continental United States.
  • Canada, Mexico and Puerto Rico are not included in this program.
  • Please inspect your products at the time of delivery. After the products have been signed for and accepted, the products will not be exchanged for damage.
  • If a product appears damaged at the time of delivery please bring it to the attention of your delivery agent. They will handle the issue. Do NOT accept the delivery if your product is damaged and you want to return it.
  • Returns or Delivery/PickUp Refusal on non-damaged items can result in restocking fees up to $75 per unit.
  • No returns for any reason will be accepted 30 days after delivery.
  • No returns for any reason will be accepted on installed products.
  • Please Note: If you experience a problem with your product after it is installed and in use, it is under warranty. Returns or exchanges through EPP cannot be made at this point.
  • Please call the number located in your use and care manual or visit the Brand website to set up a service appointment.

2) The previous user missed the point...  I actually agree that if you are going to use this service, to split up your order so that you get the free shipping and discount, but when you reach that point, stop and create a new order.  It breaks up your order so that the entire order isn't held back from a single item.

3) The problem with the service, with large orders, is that if there is a single item that is unavailable when they ship to the regional for delivery to the home, they hold the order.  If the item comes into stock (the item that was missing) during the week, they DON'T HOLD THE ITEM FOR OUTSTANDING ORDERS.   That means that if you ordered a microwave and a dishwasher and the microwave is not in stock (so it doesn't get shipped to the regional for delivery) but then the microwave comes into stock later in the week, you aren't guaranteed to get the microwave.  They don't hold stock for outstanding orders.  You either get lucky or you don't.  I waited for a month to get my order shipped to the regional for delivery.

4) The service is good as long as you know how to work it.  You must know the limitations.

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#2 Consumer Comment

Sour Grapes


I have been using the VIPlink program and partners programs (and their earlier itinerations, even before the internet) from Whirlpool Corp to purchase appliances and other items for over 25 years. Probably over 50 appliances in fact...

When you place the order, you can choose to have it sent partially or only completely. Also, as these itesma re from regional warehouses, inventory lags so it may show as available then be unavailable later on that same day.

My guess is that the complainer here had them all tagged to be delivered together to save on delivery costs and then was disappointed when he did not get a partial delivery.

My experiance has been very favorable and I just made my Christmas gift purcahses a couple of days ago from the website.

When reading reviews, it is helpful to note that generally only complainers write reviews and seem to take it personally when things don't always go their way, even if they, in reality, caused the issue themselves........


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#3 Consumer Comment

Buying Appliances from Whirlpool

AUTHOR: Stephen from Lansing - (USA)

The above report is pretty bleak and the delivery process from Whirlpool sounds like it needs to be improved.

I have ordered appliances on four occasions through this program (three dishwashers and a washer and dryer) and had no delivery issues.

It would seem like a good idea for Whirlpool to have someone facilitate larger multi-appliance orders and not handle them the same way that Whirlpool handles the smaller orders of the type that I have placed.  Ordering a single appliance (or a washer and dryer) from Whirlpool works fine.


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#4 Consumer Suggestion

VIP Link Terms & Conditions

AUTHOR: Roger_Thomas - ()

I understand the person's frustration in regards to the availability of product on their order, but I too have placed numerous orders via the VIP Link program and have never had quite the issue.

If you review their Terms and Conditions page, it clearly states that "Product availability is variable.  There is no guarantee that all products will be available all the time.  Product substitutions may not be available."

I suggest for people in the future that if you don't receive any notification that an item is on backorder, then call the customer service line.  A few minutes for a double check will save days or weeks of grief.

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