4/3/09
Stay away from ApplianceZone. They have no customer service, no telephone contact, incorrect guidance on choosing a part, etc.
I used their online chat to determine the correct part needed for a Sub Zero 532. Their site listed several items which had the same part number but for some "dashes" in the number... With different prices for each item. I was told the parts were different. I mentioned that Sub Zero dropped the dashes some time ago. Then I was told, "Yes, that's true... You are right, they are the same parts with different prices." Then I was told that some of the parts were not from Sub Zero, followed by a, "No wait, yes all parts were from Sub Zero."
So I was advise to order the lower price item... Might as well save the money.
So I did.
But just to be sure I got the best price, I did some more online checking in the following 5 minutes and found that the part I was advised to order was the wrong part for the application. This problem appeared to be that the part number I was told to order had two of its digits reversed.
So I went back to the online chat and explained the problem. I was given a link to visit and then an email address to write to about the problem. This was at about 4 PM on 3/27/09.
The response was, in essence, "Too bad."
After several emails with no results I called my credit card company to request a correction. They will do so as I've requested after 15 days (and after my attempts to return the item after the part arrives). The credit card company was already aware there is no phone contact for ApplianceZone.
Several days later, a package arrives at my street address but to the wrong person and wrong company (with a different "sold to: " address. The package is from another appliance parts supplier. And the part is a different product number altogether. And it comes with an invoice at a different price than seen anywhere else.
I called the shipper of the part (the invoice in the box did have a phone number) and asked why they sent me something. They scratched their heads, so to speak, and did not know why. I was not in their system! They promised to resolve the issue.
Fifteen minutes later I get a call from "Jordan" of ApplianceZone. I asked for her telephone number. She would not provide it... She was on a cell phone and I don't have caller ID. I explained the entire situation. She said, in essence, "Too bad, " and that the item I received was a substitute. The lower price was irrelevant, I could not get a refund, and would not be issued a UPS "Call Tag" to return the item at no charge to me.
So I called the credit card company to document this ridiculous situation again.
So I've now got the wrong, wrong [sic] part sitting here, no way to contact ApplianceZone other than by online chat (during which I'm told the person cannot help me), or via email (during which I get the same response of, "We will not refund your money for either the product or the shipping."
At this point, I'm quite certain my credit card company will credit my account for the total amount, and ApplianceZone will be debited for that amount. Still, this entire ordeal has been eye opening. I'll never deal with ApplianceZone again.
BTW the company that shipped the wrong part to me (Automatic Appliance Parts) had a cheaper price for the correct part than did ApplianceZone - by 25%.
Oh yeah... The part that ApplianceZone says was the replacement for the one they told me incorrectly to order is also shown on the ApplianceZone website... At a different price than they charged me... Lower by 15%!
Unbelievable!
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