On advice of my lawyer, I started looking into the reputation of Explorer Appliance and came across usacomplaints.com's list of complaints regarding the company. Unfortunately, this occurred after I have already endured months of unreturned emails, calls, run arounds from this company. I purchased on gas/propane stove from them and, unlike what I am seeing with others' complaints, it actually arrived.
What arrived was not a quality appliance. I was willing to accept some shoddy material and aesthetic blemishes in hopes it would perform okay. After installation, the oven door's tempered glass imploded after its second use. Have you ever heard a tempered glass burst - it sounds like the over blew up! Needless to say, it scary the hell out of myself and my husband. I immediately contacted Natural Home (a recurring theme in these complaints as well) that I wanted a refund because a propane appliance like this is a liability to have in my home.
I then the next several weeks getting the run-around between Natural Home and Explorer. They kept going back and forth on a warranty issue and I kept stating that it was not a warranty issue but a liability issue and I wanted a refund. Finally, Erik (you see his name alot) emailed me stating that Explorer would refund me via Natural Home. I paid for shipping back to San Diego ($200). It arrived on May 25th.
After more run-arounds, I was sent an email from Geoff (yep, you all know him as well) stating that there were conditions to my return (which were NEVER stated to me prior to me returning the stove) and gave me options for a settling the matter. 1) oven serviced and returnd to me 2) return to Natural home repaired 3) give me $500 for buying of my oven. That barely covers my shipping costs that I was falsely led to send them! Same ol' song and dance that I am seeing in all the complaints. I like all you others have wasted many hours and endure needless frustration dealing with this whole shady operation. It's beyond dollars, it's about principle!
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