ComplaintsforNegotiable Treasures

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/05/2022 I purchased a used wondow air conditioning unit for $65. I am disabled and have no transportation so i paid another $45 for delivery. I was told it would be delivered that day. After contacting the seller repeatedly that day i was promised it would be delivered "first thing in the morning" it was not delivered until the afternoon, after i repeatedly tried to contact the business. I brought it in, plugged it in and discovered that it did not blow cold. As a matter of fact, it was blowing air that was warmer than the outside air. I tried to check the filter and discovered that the filter is so broken up that i couldn't even get it out. I tried to contact the business again and was verbally abused. He was hostile and irate.

  Business response

  01/09/2023

  This is a thrift store. Although we sell used merchandise and all sales are final, we check all items are checked to make sure that they're in proper working order prior to stocking. We offer delivery as a courtesy and only charge for basic gas fees(not for labor, time or wear/tear on delivery vehicles), but we normally require that the customer comes in to the store and inspect their desired item to make sure that their satisfied prior to purchasing. Due to this customer's situation I allowed her to pay via cash app/zelle/Venmo. The customer received the exact window air conditioner that she messaged me about in working condition. Upon arrival, the customer didn't allow our delivery person to bring it into her home and/or plug it up. Instead, she directed him to leave it on her porch stating that she would get someone to bring it inside. The air conditioner may very well have been damaged and/or broken after it was left on her porch. This was not a brand new unit and the pictures reflected that. I believed that the customer wasn't satisfied with it's appearance because that was her first complaint. It was only after I stated to her that the ac unit was the exact same one that was on the pictures and that she messaged me about that she stated that it didn't work properly either. I perceived that she was attempting to get a refund but my response to her was that that wasn't our company's policy and that there was no issues prior to delivery. I even personally double checked the ac before loading it and there wasn't any issues. After going out of my way and traveling 2 hours to her home and back for a delivery, we feel that we've went above and beyond to satisfy the customer's needs. Although I do sympathize with her disability, we can't just drive 2 hours on unfounded claims of non-working items. Our final decision was not to issue a refund and is aligned with our company policy. We stand by this decision.

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