Appliance connection problem... anyone dealt with them?

10 years ago

Ordered a Tradewind hood insert from AC 4 days ago. 2 Days ago DH took down the ceiling and discovered not enough headroom for the 10" vent so figured we'd stop the order and order the smaller vented model. Called and placed the new order and cancelled the 4 day old one.

Got a call back from George who told me it's a special order and cannot be cancelled. No where on the page for the insert does it say special order nor does it say special order when you place it in the cart. He says I was informed this was a special order when they sent me the CC verification email. Really don't remember seeing that but now the link in the email to the CC verification doesn't work as I've already completed the verification.

My estimated delivery date is August 30th. I said "George, no way is this thing in production already... can't you please stop that order and substitute this other one for us?" Nope. Too bad for you, you were informed of this says George.

Um. What to do? Called Trade Wind and they said this is an AC policy, they have nothing to do with it on their end.

Anyone have any ideas or experience dealing with Appliance Connection?

I could stop payment through the CC and order directly from Tradewind?

Will x post to appliances, too.

Here is a link that might be useful: hood insert--don't see 'special order' anywhere.

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Comments (13)

jellytoast
10 years ago
Maybe if you tell George that you are disputing the transaction through your CC company, he will become more cooperative about letting you substitute a product that will actually work for you.
deedles
Original Author
10 years ago
Jelly: I'll post my answer here from your comment on the appliance thread:

I did call them. They said that I can only dispute the charge after it posts (tomorrow).

And now, AC has sent me an invoice for the second vent that I ordered when the initial customer service lady told me 'no problem' to cancelling the first one. So I call the CC company back and they also cannot refuse payment if AC sends through the charge for the second fan. Oy vey.

I did manage to find my way to someone named Robert at AC, he promised me he'll get this resolved in one hour and is calling me back by noon today. Apparently, from what I understand (it's confusing) once you accept the invoice and verify the charge EVERYTHING is then considered a 'special order' and can't be cancelled?

I have a headache.

If Robert doesn't get me a cancellation email I won't be verifying the second one and I'll dispute them both. Just how I wanted to start my vacation. Arguing with online customer service reps and being on hold.
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Vertise
10 years ago
What level in the company is "George". Call your CC company asap. Buy elsewhere.
deedles
Original Author
10 years ago
snookums2: see my answer above your post. My CC said I can't stop any payment, I can only dispute it once it posts.

I asked for Georges boss... was told that is the owner and he isn't available. George has no boss, apparently.
millworkman
10 years ago
The joys and pitfalls of online purchasing!!!
jellytoast
10 years ago
This is absolutely ridiculous. Has the term "common sense" lost all meaning in the business world? What can a company possibly hope to accomplish by insisting that a customer purchase a product that is unusable, based solely on "company policy." No wonder you have a headache!

I hope this gets resolved today. Regardless, be sure to document everything, just in case someone "changes their mind" along the way.
deedles
Original Author
10 years ago
thanks millworkman, very helpful.

Jelly: yup. Still waiting for Robert to call back.
User
10 years ago
This isn't about the purchasing aspect, but you can transition to square duct from round duct and still use a hood that needs a 10" round. And the square will fit through the joist cavity just fine. So, when you get the idjuts straightened out, and buy elsewhere, know that you can make pretty much whatever work.
deedles
Original Author
10 years ago
Well, Robert put me through to George who again said I couldn't cancel 'special order'. When I asked him to show me where it said 'special order' he put me on hold for about 10 minutes, then came back on and said he called Tradewinds and argued my point with them (they earlier said they had nothing to do with this whole thing) and he would be able to cancel the order. So now I have 2 separate emails saying both orders are cancelled. Whew.

FWIW George was much nicer the second time around.

No I have no range hood ordered and I don't care. DH and I have decided to run away for a few days.

We're going camping, Me, him and a bottle of whiskey.

Kitchen remodel be d$%#ed.
Vertise
10 years ago
DH and I have decided to run away for a few days." haha, good plan! Have a good time!
jellytoast
10 years ago
That's great news, deedles ... bullet dodged.

Let this be a lesson to the rest of us ... read those confirmations carefully before agreeing to the terms.
raee_gw zone 5b-6a Ohio
10 years ago
Hmm, I will definitely avoid this company, since by the definitions on the webpage for the item this was NOT a special order item, it was an "available" item.
Monika Agic
5 years ago
I am looking for people who ordered from Appliances Connection company and received damaged products. Please contact me with your story.

Appliance connection problem... anyone dealt with them?

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