ComplaintsforSuperstore

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I believe in keeping my money local and made 2 purchases from *** Superstore in 2022 valuing $3,500. My 2nd purchase was a refrigerator for which I paid $2,250, only to see it break less than 4 months after purchase. This ultimately resulted in the loss of a fridge-full of groceries (family of 5), and worse yet, breast milk for our baby that had to be thrown away. After contacting *** Superstore, they reached out to a 3rd party repair company, and I give an enormous amount of credit to A+ Appliances, who showed up and got our fridge up and running later that evening. Unfortunately, it died a few days later, resulting in more garbage bags full of groceries. I called A+, and they said that the faulty part should be replacedwhich we agreed withbut we needed to contact the store because it was under warranty. This is where it all falls apart. When we contacted *** Superstore on 12/13, *** informed us that she had ordered the part and it was being shipped 2-day air. I expressed my frustration to her that this was not a cheap appliance, and that this was not an easy situation for my family. Her response may be the most ridiculous thing Ive ever heard a human say; she said this: We cant bring it to you, but we can provide a loaner. Think about that. I have to drive 30 minutes, each way, to pick up a REFRIGERATOR, that I would then have to, myself, move into my home (on a temporary basis) as a stop-gap for 2 days. *** didnt get it. So here we are, at 5:30pm on 12/21 (8 days after they ordered the part 2-day air) and the part has still not arrived. *** insists that there is no tracking or order number (yes, she said that) despite having ordered it through their Frigidaire rep. *** Superstore has not reached out to me ONCE. I have had to call them every day to ask if the part has arrived. *** has repeatedly reminded me that they offered me a loaner, and I finally had to ask her to stop bringing that up.

  Customer response

  01/01/2023

  I have not heard from the business in response to my complaint. The part ultimately arrived 9 days after we were told by The Superstore that it was being sent "2-Day" and the 3rd party service person was able to get it installed later that day. The only communication we received was from the 3rd party, and The Superstore never called to let us know the part was in, to apologize or to check-in to make sure that it had been fixed.  It turns out that the part being replaced had issues that were known to the manufacturer (the box it came in had special instructions to the installer, which he explained meant that it was known to have issues).  Everything was working fine when the service person left, but within a couple of days, the new display started to have issues (didn't appear to have anything to do with the installation, just probably a part that hasn't been properly re-designed (?). To be specific, certain options on the display don't work, so you can pick "water," and "crushed ice," but not cubed ice, which you need to open the fridge and remove manually. Due to the holidays, the stress related to the previous issues, and the fact that the fridge is still cooling (which is most important), we have waited to contact them again until after the holidays; but to be clear, this is a brand new, roughly $2,500 appliance and it should work as intended.

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