- STORE REVIEWS
- PRODUCT REVIEWS
Updated on: 2019-09-03
1/5
smallappliance.com = junk (customer service)
"I placed an order for a replacement jar for my Waring blender with smallappliance.com on 8/19/19. It was 8/28/19 and I was pretty excited to get the part, because mine had cracked, so I looked through my bank statement to see if they had charged me yet, no charge. I checked the 2 emails I use, no email. I called the company @ 1-***-***-**** at 12:01pm and had a 1-minute phone call (according to my phone log) asking when I could expect delivery. The customer service rep asked me... "is this Sue" and I said yes. I assumed she knew from caller ID through their ordering system. She informed me that they did not have an order for me. I told her that I thought I had placed the order a little over a week ago, and asked if she was 'sure', and she said positive! I asked if we could place the order now on the phone, and she said she didn't have access to my account because they don't set up accounts, only guest check out, so I would need to place the order using their website.
I went back to the website, and placed the order, this time using my husband’s debit card, and my name on the shipping address, because my debit card had been compromised on 8/20.... (WAIT... WHAT?? now that I think about it... 1 day after I had placed my 1st order with smallapplicance.com... my debit card # was fraudulently used the next day... coincidence I hope??)
I placed my order, and waited for the confirmation, which was received, and I was advised 2 days later that it had shipped and would arrive 9/3/19. Today, 9/3, up walks the mailman with 2 packages from smallappliances.com. Both the same size/shape, so I knew right away that the order got messed up. I went back to my confirmation, and double checked that I had only ordered 1 replacement part, and went to my bank account and noticed that they charged me twice also.
I called the company and explained what had happened and how I had called the company on 8/28, and what I was told (above). She looked up the order ID's and informed that I had used 2 different names and email addresses, so when I called on 8/28, they may have looked up the wrong information? I reminded her that when I called on 8/28, I had only placed 1 order, with my name, never gave any info, but was asked if I was Sue, so there couldn't have been any confusion at that point. The customer service rep immediately took a defensive stand, saying that I must have called the wrong company or I used the wrong name, and that is why I was told there wasn't an order for me? WHAT???
I asked for a refund on the duplicate order and a return shipping label, and was informed that they do not pay for return shipping. I tried to explain the situation AGAIN, and realized that it didn't matter what I said, it was NOT their fault, and she was not going to listen or help me any further. I was pretty upset at this point, and unfortunately raised my voice and asked to speak to a manager. The customer service rep, laughed into the phone and put me on hold.
Another rep picked up the phone and informed that there isn't a manager onsite. I asked when he/she would be in? I was informed that they do not have managers onsite ever, and would need to put in a request for a manager to "email" me. I asked for a phone call, and was informed that the managers communicate via email so they have proof of their conversations with customers. They will need to investigate and I should hear from them in 24 hours. I knew at that point that this was a losing battle and agreed to having a manager contact me via email.
I do not recommend you use this company unless you absolutely have to because you can't find the part elsewhere. Why? My debit card # was coincidentally compromised the next day. I was informed that my 1 order wasn't completed, forcing me to place another order, which ended up being a duplicate order, and then both orders... conveniently arrived to my house the same day, even though they were placed 8 days apart. I do not believe this company is doing business honestly.
Sue B - Illinois
P.S. On a side note: I went back to my Hotmail account and this time searched in my junk mail, which is where I found my original order confirmation buried. After my experience, junk mail is where this company clearly belongs."
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