Complaints

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************************************************************************** (video).On about 7/20/23, I went with my aunt to Texas Furniture and ordered a new refrigerator with warranty; about 3 weeks later it was delivered and signed for by my 91 year old aunt in her ******. I checked with her later; it was a 2nd fridge so she was waiting for her girls to clean it before she started using it. They came monthly to clean her house, but my aunt died the day before they were to come. The fridge sat unused. After a 2 month probate, I began to survey the property and found the fridge. To my surprise it was damaged. Apparently a strap was placed too tightly around it during transport; the door was bent. The fridge was empty, the way the delivery crew had left it. I went to Texas Furniture to get their response. *****, the manager/owner, would not come out to speak with me. Instead, he sent a salesperson tell me that my aunt had signed for the delivery, and there was nothing else to be done. And, the warranty only covered mechanical parts.

  Business response

  10/10/2023

  To Whom It May ********************* allow me to start this response with some clarification.  The only Stevewho works at Texas Furniture & Appliance is our customer service representative.  I, ***************************, the Vice President spoke directly with **************** the day he was in our store.  No one was hiding in their office, as *************** claims.
  

  The refrigerator in question was delivered and signed as accepted on Friday, July 28th, 2023(we are happy to provide the signed acceptance ticket).  We have the signature of a *********************** on file.  This refrigerator sat for more than 8 weeks before any damage was reported.  As **************** states, there were several girlswho cleaned the unit after we delivered it. He also informed us in person that he and others had been in and out of the home on several different occasions.  Frankly, from the information that we were given, we concluded that one of the forementioned parties most likely damaged the unit after delivery.

   At this point there is nothing that we will do in regards to the refrigerator in question.  **************** was extremely unreasonable and demanded a new unit when he was in our store.  This is not how business is done and we have never had a case like this in our 97 years of business.

  
  Thank you for your time in regards to this matter,
  
  ***************************
  Vice President
  Texas Furniture & Appliance

  Customer response

  10/12/2023

  I am rejecting this response because:  The Texas Furniture Store response was a lie.  I never spoke with anyone other than a female sales person.  The damaged refrigerator was delivered to and signed for by a 91 year old woman in a ******. It sat untouched for two months because of probate. Fortunately, Maytag Corporate was more sympathetic to the situation than was Texas Furniture Store in *****, **.  Maytag agreed to replace the damaged door at no charge as there have been other instances of this model refrigerator being damaged in the same way during transit from the manufacturer.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩