The Consumer Complaints Blog

I purchased several Kenmore appliances from Sears about 4 years ago. One refrigerator $700 another 3 door refrigerator $1800 and a front load washer $600. All three appliances broke down within 4 years. I was able to fix the $700 refrigerator which was due to a drain pan which is located above the condenser which was never properly glued down causing it to crack and slip out of place causing leaking. The $1800 one I am working on but if it is the computer, which I suspect, it will be garbage. The frame which holds the drum in place on the washer rotted away and I contacted Sears because the drum has a lifetime warranty; however, they refuse to send me a drum unless I paid $129.99 for them to install it. They also advised that I would have to pay for additional parts which would have to be replaced and they could not tell me how much that would cost. The washer therefore is also garbage. These appliances are very shabbily made and Sears is very difficult to deal with. I would advise anyone considering purchasing any Kenmore appliances from Sears to do so at their own peril.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

I purchased an item called “hi-temp 1800 mold release and lubricant” at Delphi Glass online. The product did not work as described and actually ruined 2 molds and a kiln shelf I used it on even though I followed the instructions carefully. I returned the product and was requesting to exchange it for something else. They decided to charge me a 25% restocking fee and refused to let me do an exchange. The manager there, Chris told me they sold thousands of them and don’t have a problem. I went to their website and found that the reviews on this product indicated that 43% of their clients had negative reviews and had problems with this product. I believe this company rather makes money on charging their customers with 25% restocking fee rather than listening to their customers legitimate complaints.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

I’m so mad at being ripped off by ScienceLab.com… that I created a website for the purpose of venting. http://sciencelab-msds.com

If you have purchased materials recently from sciencelab.com (owned by Rob and Stacey Tyler of Humble, TX), and they have not arrived, chances are, they never will. I recommend that you do not delay contacting your credit card company to reverse the charges. Do not hesitate, even if that means forgoing a chemical that you could not order from another source. You will not get that chemical from sciencelab.com, you might as well keep your hard-earned money.

Sciencelab.com follows routinely and systematically the fraud script below, learn to recognize it.
(1) You place an order online.
(2) Your credit card is charged immediately.
(3) After a variable amount of time passes, you will be told that some items are back ordered without listing specifics. This lack of specifics is your first clue that something is very wrong.
(4) You won’t hear from them for months – they are waiting for the credit card charge back period to expire, beyond this time you will NOT be able to reverse the charges.
(5) If you ask which items are back ordered, you *may* receive a response.

Typically, items that they charge a lot for are back ordered. You may
receive some cheap stuff. Chances are, these products are used glassware, visibly degraded chemicals of dubious identity, or not what you ordered at all.
(6 ) You will never, ever be refunded the difference, and if they sent you a PARTIAL order, legally, it changes everything; you pretty much have no recourse, for all intents and purposes.
(7) They don’t answer phone calls. Their robot answering system and full
message mailboxes mean that it is impossible for you to reach anyone. If you fill a voice mailbox with room to leave a message, they will never call you back, even if you leave multiple, polite messages.
(8) Same with emails. They are ignored.
(9) They were supposedly back ordered for 4 months on DMSO… it’s like the grocery store being out of eggs for 4 months. That is really fishy.
(10) They have robbed you of your money and legal recourses.
(11) If you make enough noise on the internet, they may get in touch with you, but bear in mind that the measures you need to take to draw their attention are EXTREME and very TIME CONSUMING. They will continue stalling and give you tales of woe. It is the fault of Hurricane Ike, the fault of the owners getting cancer (if even true, it might be occupational, I do not trust these clowns handling chemicals safely even for themselves), the fault of a bad office manager, the fault of the buyer raising “red flags,” the fault that they reserve the right to not send you stuff but keep the money, the fault that nasty irate customers bother their children (do not do that folks, not cool), the fault that they mailed a check to the wrong address, or the check got lost, the fault of an office maternity leave, the fault that since Feb 1 they are working on things, and things are better, and they are improving… anything but give you your money back and sweet talk of imaginary cheques being in the mail when any business would refund you the same way you paid, like credit card. Except that credit card transfers do not get lost in the mail, and that would deprive them of an opportunity to stall.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

I wanted to bring to your attention one unresolved case. I am requesting this posting to be published to find if someone else encountered similar situation with the said company. At same time, if there is any advice from you or your readers on what to do to protect consumer.

This incident relates to a contractor while I was building a new house in 2009. The builder had service contract with “Accurate Technology group”, Winnipeg to rough-in alarm system and wiring for cable, phone and internet. This is covered in basic cost paid to the builder. The contractor “Accurate technology group” offered to provide additional outlets at extra cost. I had chosen to get two additional outlets and four finished outlets after SHAW cable discount at $212 CDN. There was a written agreement between home owner and the contractor. Main feature of the agreement states that the contractor won’t start work until pre-payment was made in full before start of work or 50% at time of signing design work and rest before completion.

All said and done, the house was completed in late 2009. It was almost 5 months after this incident, I received a letter from the company that I owed them dues $212. During this time, I had relocated from apartment to new house and had several sessions of cleaning house. On their request to find record of payment, I searched the house twice. I have not found paperwork and receipt of payment. However, I was able to find draft of contract which clearly states that work won’t start before payment is made in full or 50% at design & rest later on. When I contacted the compant about pre-payment before start of work, they could not provide satisfactory answer to why they did not contact for several months. And how work was completed if payment was not made. The agreement paperwork is designed by them and their employees did not follow. It is their internal business failure.

I provided my side of story. Now, the contractor is threatening to take to small court. Am I obligated to pay again to ensure that the company has record of payment? Should not they be taking responsibility of this falacy, they failed to follow their own system? This has caused a lot of mental distress and at same time, his given me strength to face it. I am still searching for resources which are available for consumers protection.

I am sending you this story to find others who would have come across similar situation with this contractor or others. And how they protected themselves. Meanwhile, I will continue to search for help, wherever possible.

I will appreciate for your support in finding similarly affected people and on how they faced & protected their interests.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

I purchased a printer and backup toner from OfficeMax. Since they didn’t have the larger toner size, I was given two smaller toners at the same price. Over a year later, I ran out of toner so I opened the second toner to find the toner had been used and repackaged for sale. A closer look showed the package was carefully re-taped as not to appear to have been opened. Apparently, a previous customer decided to ‘return’ an item, and made the switch at that time. I took the toner back to OfficeMax with the packaging and receipt to let them know what happened and asked for an exchange as the toner I purchased had been previously used. I was told no returns after 14 days. What!! Even if I had been able to purchase the larger toner and therefore open it sooner, who goes through toner that comes with a new printer so quickly the backup toner would be needed within 14 days! I was told the customer is expected to open the package and inspect it within 14 days.

Obviously OfficeMax is not expected to inspect the returned merchandise they accept prior to placing it back on the shelf for resale. No hint at customer service… no “sorry this happened to you, let me sell you one at half-price”, or “I apologize let me remind my staff to inspect all returned merchandise”. The Manager, Steve, in Flower Mound, Texas, just asked if there was anything else he could help me with. Sorry to say I got the same response with the corporate office.. Too bad, so sad…they lost a customer and I am doing my best to spread the word. There happens to be an Office Depot across the street that will get my business. Adios OfficeMax!!!

My original email to OfficeMax corporate and their response follow..
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Mary,

We do apologize, but the product(s) that have been requested for a return/exchange are past our return/exchange policy. Please read our terms and conditions for the sale. Please note that the policy provides our customers with 30 days to inspect and either accept or reject our merchandise. I am sorry but it is passed the return/exchange time frame and a return/exchange authorization cannot be issued for this item.

If you are not satisfied with your OfficeMax purchase, simply return it to us in the complete and original packaging (together with all accessories and manuals) with your original sales receipt within 30 days of the date of purchase. We will gladly replace or repair the item, or return your money.

Technology

OfficeMax will only accept the return of technology products in the original packaging (including all accessories and manuals) with the original sales receipt within 14 days of the original purchase date. Opened technology returned within the 14-day period with the original sales receipt will be subject to a 15% restocking fee. Defective technology items with the original sales receipt may be exchanged for the same item within 14 days of the original purchase date. Technology items consist of, but may not be limited to, computers (desktop, laptop or netbook), monitors, digital cameras, hard drives, business machines, networking equipment, projectors, cash registers, digital picture frames, shredders, telephones, computer peripherals and accessories.

Furniture

Furniture may be returned in the original packaging (including all components and manuals) with the original sales receipt within 14 days of the original purchase date. Special order, manufacturer-direct, custom and preassembled furniture is not eligible for return.

If we can be of further assistance please do not hesitate to contact us.

Thank you for choosing OfficeMax!

Connie Edwards
OfficeMax
Customer Service
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Sent: Sunday, March 07, 2010 2:05 PM
To: Online Customer Service
Subject: Customer Support Request: Product Inquiry/ Other

I am interested in : Other
Name of item : Brother TN-330 Toner Cartridge
Item description : Toner Cartridge
Manufacturer : Brother
Manufacturer number : HL-2140
OfficeMax item number : 019-149-A-4

Additional Details : I purchased a Brother HL-2170W printer on 8/31/08 from OfficeMax #1288. At that time, I wanted to purchase an additional toner as I know the toners the printers come with are not intended to last very long. The store did not have the higher capacity toner I wanted in stock so the clerk suggested I purchase two of the lesser capacity toners and he would honor the price of the higher capacity toner, so I made the purchase. It wasn’t until just this past week that I needed to open the second toner. Imagine my surprise when I cut open the box and found the toner bag inside had already been opened. Further investigation showed the toner’s protective cover was gone as well. A closer look at the box showed that someone had done a very good job of taping over the original tape – I am guessing a customer brought the merchandise back and received credit for the return. Yesterday, March 6, 2010, I took the toner back to the store I purchased it from and I explained my situation to Steve, the Store Manager. I had in my possession the toner, the box, the bag the toner was ‘sealed’ in, and the receipt. Unfortunately, the manager told me there was nothing he could do as the policy states 14 days for all returns. I explained to Steve that I did not want to return the item; I wanted to exchange the toner for one that was actually full since that is what I paid for. Steve only stated “I am sorry that is our policy; there is nothing I can do.” Steve did not even suggest an alternative such discounting a toner purchase, or writing to corporate to see if there was anything that could be done at that level. He suggested absolutely NOTHING! He asked me if there was anything else he could help me with that day. Nice way to save a customer. I am quite frustrated that I am the one that is taking the loss on the transaction. I am sure this type of return is out of the norm and the situation should have been given additional consideration when determining if the standard policy applied. For starters, anyone would be hard pressed to find a home user that would easily use up a toner that was included with a new printer in the allotted 14 days, set by OfficeMax, as the amount of time allowed to return an item. Granted, the time frame in my situation is 18 months, however had the stolen toner box been opened first instead of second, or if a larger capacity toner been available for purchase as I originally set out to purchase, the problem would have been discovered at least a couple of months after the purchase, not 14 days. Secondly, I am quite sure this criminal is not the first to steal toner from an office supply store. Surely, OfficeMax has a policy to look at the merchandise that is returned to ensure it is suitable to put back on the shelf for resale. Obviously, this was not done with this item. So, here I am holding a used toner with no recourse at the store. Hopefully, there is something that can be done at the corporate level to make right on the situation. Maybe you can save a customer. I can be contacted at xxx-xxx-xxxx if you have any questions or would like to further discuss this situation. Thank you, xxxxxx

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.