The Refurb Depot Complaint - Terrible Customer Service...

Review by Lissette on 2008-08-27
BROOKLYN, NEW YORK -- The below is the email conversation between the company supervisor and myself yesterday, August 26, 2008

Please send me an RMA as soon as possible. I will pay for the 15% restocking fee and be done with your company.

Thank you,


From: RefurbDepot.com [mailto:michelle@refurbdepot.com]
Sent: Tuesday, August 26, 2008 10:46 AM
To: Lissette
Subject: order# 362904

Dear Lissette,

I am sorry to hear that you didn’t have a good experience when you called our office. The television you ordered is under warranty for 90 days through the manufacturer; if you are having a problem with them I will gladly call them on your behalf and handle that issue for you. However if you choose to return the TV for a refund our policy does state there is a 15% restocking fee. Please let me know how you would like to proceed.

Our complete return policy can be viewed online at:

Thank You
Tel. 718.686.7445 ext.701
Fax. 718.686.7444

From: Lissette
Sent: Monday, August 25, 2008 3:43 PM
To: refurbdepot.com
Subject: Unbelievably terribly customer service
Importance: High

I just called and waited exactly 22 minutes on hold before a customer service representative even answered the call. To my unfortunate luck with your company “Charisse” answered the call – let me say that honestly she is the worst customer service individual I have EVER experienced in my life. I told her I’d like the number to the head office – she said this is it. I then asked to speak to the manager and she said I could email you, I then asked if there was a number to contact you at and she said “No, that is it so you just email her then” I asked for whomever is there above her to speak to someone else and she said “Nope, nobody else here but me.”

She was having an incredible attitude on the phone and I said to her “Mam, there is no need for an attitude, you’re a customer service representative and that’s not how one acts” She then told me “You don’t tell me what my job is and what it isn’t and that now what…huh?” and I proceeded to tell her that I’d called there on Monday, August the 18th to tell your company that I the TV I purchased on Monday, August 11, 2008 I received Thursday, August 14, 2008. The TV was a gift for my father for his birthday so when it was opened on Friday, August 15, 2008 and we connected it we encountered numerous issues with the TV. The volume on the set was going in and out and the TV would shut itself off and then back on. I called Monday the 18th and spoke to Charisse the 1st time and explained the issue. Of course this being his birthday gift was disappointing that upon opening it wasn’t working as it should.

Charisse then told me I needed to call the manufacturer – Magnavox. Which I did that very same day. They gave me a reference # of 6VCC2 and told me that the machine did not have any warranty on it and that they’d call me back in 2 days after I gave them the serial number to confirm. I called back today to say I wanted a refund that I’ve had nothing but trouble with this TV ever since receiving it. Charisse tells me that sure I can have it refunded but there would be a 15% RE-STOCKING FEE!!!! So instead of $206.08 which includes the $18.13 of shipping I’d be refunded back only $159.76 not including the charges I’d have for shipping the product back to your company…I said that makes no sense considering the machine HASN”T worked a single day after the 3rd day of it not working we packed it back into the box and have been waiting to hear from Magnavox whom never called as they said they would. I then suggested to Charisse that I would prefer to then just buy another model TV and she tells me that’s not possible saying “Didn’t you read the website you can’t do that!”

I’m beyond upset with your company and would like this situation resolved immediately. Please let me know what you can do.

Thank you,
Lissette Hoyos
Comments:1 Replies - Latest reply on 2008-08-27
Posted by Hugh_Jorgen on 2008-08-27:
Why not let them get the TV fixed? That shouldn't cost you anything.

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