Expert Appliance Complaint - Customer Service
On 5 Oct 2008 I ordered an in stock furnace part. The website stated that the part would be shipped in 1 to 3 days. On 13 Oct I had still not received my order so I called the parts and service. I was told that the part had not been shipped and they did not know why, other than my order must have "fallen between the cracks". My order was reordered. On 14 Oct I again called the parts dept, and was told that order was sitting on the desk but would be processed. I sent an e-mail to the company president, expressing my concern over their poor business practice. On 17 Oct my credit card was billed for $164.01 for my part. On 20 Oct I called the parts dept to find out that my part had not been shipped yet and that I would receive an e-mail when it was.
I again sent an e-mail to the company president. On 21 Oct I received an e-mail stating that my part had been shipped. On 27 Oct I called the parts dept to find out were my part was at, I was told they had no tracking number on file for my order so they couldn't tell me why I didn't receive it. Them having no tracking number tells me that they had not sent it yet! On 29 Oct I went to a local plumbing company were they ordered my part from there supplier. On 30 Oct I cancelled my order with expert appliance, and told them I wanted a full refund to my credit card. They were very vague about my refund.
Anticipating that I would have as much trouble getting my refund, as I had trying to get a part, I called my credit card company and registered a complaint with them against the charge. They posted a credit to my account and said they would investigate my complaint. On 31 Oct the local plumbing company had my part at a charge of $72.20. Remember expert appliance charged $164.01 for the same part.