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Review 1/25/2010
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On 7/7/09 I purchased a Refrigerator from Sales stores.com the product number was T-49rc. I work for an Air Force base and we are in the process of setting up new break areas that are all the same. When I placed the order I did not notice that a 2200.00 item did not come with a Compressor. However I have now been told that this is a Remote Condensing unit. And in order for it to work you have to purchase that item separate and also have a separate hook up for it. When I contacted EOS, I was told Sorry but that’s how it is, I wasn’t asking for a credit from them I only wanted to find a way to return it since it was still brand new right out of the box and get the model that has a compressor in it. I was willing to pay the shipping to return the item which I knew would be about 300.00, when contacting EOS for the 3rd time I asked to speak to a manager or supervisor and was told none would ever be available that I could email them and they would try to make sure they get the email. When I dug a little deeper I found the COO name and gave him a call, I might add he was very rude and was not willing to work with me in any way although he did offer to call TRUE (where they purchased the item from) and see if they would take it back, at that time I told him that I would contact them and would not use his store in the future. I do several thousand dollars worth a business on a daily basis for the federal government, If there is something purchased even from our local vendors and is a special order, the company would contact me and ask me if I knew it was a special order and explain why, had this company took the time to care about the consumer and contacted me I would have changed my order right then. I was told by the COO that well you should know what you are buying, the thing is I did, I thought I was purchasing a working refrigerator that when I took it out of the box and plugged it in it would start working. I will not ever use this company for as long as I am purchasing for the federal government or personally. I feel they could use some training on how to keep a customer coming back instead of running them off. I will also let other organizations know not to use them as shops are set up daily with these type items. I feel once they get their money, they are done.
I have contacted TRUE and they were very helpful and sent my information to someone that could help me try to exchange this item for one that works when you get it. I think the public has the right to know how EOS treats customers that may want to return something. I understand there is a time limit, but had they listened they would have actually made money it would not have cost them anything. NOW they lose about 21,000.00-40,000.00 dollars at least from our organization. If I had to rate them they would get maybe 1 star and that would be just because I received my product, not by the date I was told but at least I received something. The consumer has a right to know how rude and will not work with you as a matter a fact I told him I could just right a review and he got even madder and responded by saying "well I could just write a review about you how you like that", I told him that would be fine and have a nice day I would call TRUE myself and see if they could help me with the purchase and hung up.
I feel like if Items are special order and it doesn’t state that when you purchase them, but the seller knows that then they should have to call and explain that it is a special order and make sure that you know what you’re buying, I believe this company knew this information and knew that it wouldn’t work without a compressor and neglected to tell me, there wasn’t even an option to purchase the compressor with the Refrigerator but you could by a extended warranty if you wanted. After talking with TRUE, I was told they don’t sell a lot of these the T-49RC so the company should have contacted me and make sure that is what I wanted. I was told they have other distributors that do that all the time, they too have the EOS name now and are aware they don’t contact their buyers. Now if true can’t take this back I am stuck with at 2200.00 BOX that is useless to us. All I wanted was to exchange the item, pay to ship it back and get one that works. No one loses any money they actually gain it.
Thank you for your time.
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Business's response - by BenjaminLon 3/3/2010
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1. The customer said NOTHING until 6 months after shipment. Anybody with common sense would understand that there has to be a time limit for returns. Most companies accept returns up to 30 days. Large companies like Dell and Best Buy accept returns only up to 14 days in some products. Customer was attempting to return a product after 6 months! We believe it is the responsibility of the Customer to figure out if the product purchased fits their need.
2. The product information was clearly posted on our web page. Our web page clearly stated this: “Compressor not included. We do not sell the Remote Condensing Unit with Compressor”.
3. When the customer first called us, she was very aggressive and adamantly demanded to return the product, like it was her right to do so. Very politely we explained that after 6 months it would be impossible to accept a return or exchange.
4. When the customer called the first 2 or 3 times, she was ALREADY speaking to our Customer Service Manager. Still, she demanded to speak to a Manager. The customer was told repeatedly that she was already speaking to the Manager, but she didn’t want to listen.
5. When the customer called our COO directly, he explained that too much time had passed so a return/exchange wouldn’t be possible, but even then he offered to call the manufacturer to ask if they could help. She responded being even more aggressive.
6. We process and ship over 1000 orders every month, and we do not read minds. We cannot know if a particular product will fit the customer’s needs. We don’t have resources to be calling every single customer and ask them: “Are you sure you want this product”? Furthermore, no large internet retailer calls their online customers before every order gets shipped.
7. We have sold to that same Air Force base 3 times since 2008; the first 2 without incidents. This customer simply is trying to blame us for her PERSONAL negligence.
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