Buyers Edge
Zero customer service - damaged dishwasher - no replacement

As a result of a kitchen remodel, on October 19th we purchased a complete Samsung kitchen appliance package ($3.6 K) including a frige, stove, microwave and dishwasher from online retailer BUYERS EDGE (dba BUTTERFLY PHOTO) located at 1764A New Durham Road, South Plainfield, N.J. 07080 / Tel 800-320-5195. The order was placed under their reference number BEP10198165. All items where received on time in early November with all boxes and wrapping materials (bubble wrap / stretch wrap) in excellent condition. Upon completion of the kitchen, all appliances were unboxed to discover that the dishwasher was damaged beyond repair. We contacted the retailer via telephone and advised him of the problem. We spoke to 2 different individuals in customer service which never returned the calls they promised. With continued persistence, we finally spoke to the customer service manager, DAN WOODS. At his request, we emailed detailed photos showing the damage and a written statement as to what occurred. We communicated the serial number of the unit and our desire for a replacement. He assured us the unit would be replaced in a timely manner. Days passed and no contact or replacement unit. I sent Mr. Woods various emails that went unanswered. During this time we received a surprising call from the transport company that delivered the appliances MANNA DISTRIBUTION, requesting an appointment to pick-up the damaged dishwasher. We advised Mr. Woods of the pick-up by email, referencing a pick-up number and date. We never received a reply or acknowledgement, but we felt assured that a replacement unit was on the way. Thereafter no replacement unit was delivered. All attempts to contact Mr. Woods via telephone messages, etc. Have gone unanswered. It‘s been over 60 days since we purchased the appliances and we're still in the abyss as to the replacement dishwasher. We filed a complaint with the BBB and learned they already had an "F" rating because of the long history of unsolved claims. Do not do business with this online retailer no matter how good their prices might be.

Company: Buyers Edge
Country: USA

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