Rainbow Appliance Complaint - DO NOT EVER ORDER ANYTHING FROM RAINBOW APPLIANCE.
CLIFTON, NEW JERSEY -- DO NOT EVER ORDER ANYTHING FROM RAINBOW APPLIANCE.
My grandmother purchased and my father ordered a Frigidaire air conditioner for me and my husband on July 30th. The order was placed with Rainbow Appliance online. On the morning of August 11th, no word of the air conditioner or shipping notification had been sent yet, so I called Rainbow. I spoke to and was transferred to two extremely rude and unhelpful customer service reps, the last one telling me that my order will ship “tomorrow” before hanging up on me. That afternoon, my husband was sent an e-mail and my grandmother was left a message, saying there was something wrong with the order, and they needed to contact Rainbow before it could ship. On August 12th, my grandmother returned the call to find out they needed a second verification because the order was billing to one state and shipping to another. The representative then informed my grandmother that extra shipping costs (on top of the $28.60 she was already being billed) would be incurred due to the fact the air conditioner was shipping to a different state. But they reassured my grandmother and husband the order would ship. By August 17th, the order had not shipped yet, so my father called and was informed the order wasn’t verified until the afternoon of August 14th, and it would ship soon.
The air conditioner finally shipped on August 18th. My husband and I received the air conditioner on August 25th. The box was quite damaged, but the air conditioner seemed to be well preserved in the packing inside the box. When we opened the box and plugged in the air conditioner, at first it didn’t work, then it worked, but was as loud as a lawnmower, as the fan was making very loud banging noises. When I called Rainbow to ask of their return policy, they said they would not accept the return as we opened the box, and we needed to take care of this through Frigidaire now.
It took us almost a month to receive the product. Everyone we spoke to at Rainbow was extremely rude and unhelpful. They added extra shipping costs after already quoting a specific price for the shipping of the AC unit. And now my husband and I are stuck with a broken air conditioner that we are not able to return, and my grandmother is not getting a refund. And so I must repeat:
DO NOT EVER ORDER ANYTHING FROM RAINBOW APPLIANCE.
Company Response on 09/21/2009:
We obviously cannot take back air conditioners.
We also cant ship out an order to a "friend or relative" in another state without verifying.
Nearly every store has the same policy.
Unfortunately there is a lot of fraud online and if you order from any web site "for a friend" or relative etc, I would hope that they would not immediately ship.
Mastercard and VISA will block any company that has too much fraud.
It is important that if you order online, you ship to your billing address or call the company.
Of course, all companies send an email if there is a problem with your order. Unfortunatley, iorder related emails can sometimes be marked as SPAM.
We are a little less strict than most other online retailers as people dont want their fridge to go to a PO box, but if the names and states dont match, we need to protect card holders from fraud.
Hopefully, there arent any companies online that is willing to process an order where the name and biling and shipping state does not match.