Explorer Appliance entire kitchen of stainless steel appliances ordered and paid 8/22/03. FINALLY, 10/02/03 confirm delivery for 10/08/03 . 4 of 6 pieces missing. San Diego California
On August 8,2003 I purchased new appliances for my kitchen from Explorer Appliance Corp. The total cost of $5,272.00 was paid in full that day. Their website stated that orders were usually shipped within two weeks. In mid-September, with no items received, I began to worry.
After several unanswered E-mails I phoned Explorer to find out where the Appliances were and when I can expect them. I spoke with Eric, the same person who took and processed my order. He said he was going to check and call me back.
On or about October 2, Eric called me at home with the good news that, "Mrs. DiPasquale, your order will be delivered on October 8th." He was sure to tell me that the delivery company was not responsible for getting the items inside and that I needed to have people on hand to help off-load the appliances.
On October 8th I spoke with the shipping company and confirmed that the driver was 45 minutes away. My team of helpers was assembled. Voluenteers from a non-profit agency were on site ready to take the used appliances away as soon as the new ones arrived.
At 12:00pm, the contents of my refrigerator were temporarily placed in a box, freezer items in another few boxes and the highly perishable items in a large cooler with ice. I estimated the new refrigerators (I ordered three to keep up with the demand of my large family) would be up and running quickly.
At 12:20pm the truck of appliances arrived. The non-profit was given the O.K. to complete the pick up and pulled away to make room for the tractor-trailer to drop off the new appliances.
We unloaded a pallet successfully and were ready for the next when the driver kindly informed us that there was nothing else in the truck. I stayed calm. Surley this was a simple mistake.
No mistake. The freight company confirmed that the order was shorted in San Diego. Five of seven items were missing including all three refrigerators, the exhaust system required to vent the stove and the trim kit for installation. They never took recipt of the missing items. I called Eric at Explorer. He said that he never told me that my REFRIGERATORS were coming. I agreed. You told me that my ORDER was coming.
Eric explained that the refrigerators were on back order and that they should arrive next month!!! I calmly explained my situation. "I have a family of five for whom I need to cook warm meals, a child just out of surgery whose penicillin needs refrigeraton and a couple hundred dollars worth of food that, without a refrigerator was going to spoil.
Totally unphased, Eric said he would leave a message for the owner "Paul" to call me. That night I informed the family of the situation. With blank faces we went out to Subway to eat sandwiches and try to digest the whole idea of having no cooking or refrigeration facilities.
Needless to say, Paul never called. The next day both Eric and Candice hung up on me when I demanded to know What kind of insurance the LLC had. They would not tell me Paul's last name or why he had not contacted me.
Days passed. Life at our house changed. We bought a second hand refrigerator from an ad in the paper.
I filed complaints with the Better Business B. in both Maryland and California as the Consumer Protection Agency of California suggested. Weeks passed. We bought a toaster oven.
I call explorer at least once every few days to hear the pathetic claims of Eric and Candice. I even asked them if there really was a Paul. Eric assured me that it was O.K. to use my gas stove with no ventilation. "Sure, it wont get that smokey inside", Eric said.
This past week Eric was a real pal. He said he was going to TRY to ship me the ventilation system very soon. What about the refrigerators you ask? Good question. Today is November 18th and its 38 degrees outside. We are so used to going outside to choose the salad dressing and cranking up the coleman stove for coffee and tea that we are considering joining the Amish community.
Thanks for opening up our eyes to how dependant our culture has become on household appliances. Its been quite an experience. Now can you please send us the stuff we paid for three months ago!
Melanie
Brunswick, Maryland
U.S.A.
1 Updates & Rebuttals
Shivani
Gulph Mills,Pennsylvania,
U.S.A.
Glass Canopy Vent Hood ordered and paid for in full on 10/2/03. Not delivered; no refunds yet.
#2Consumer Comment
Tue, January 06, 2004
On October 2, 2003 I ordered a BOOH523 Glass canopy Island vent hood and paid $1274 that included shipping charges of $89. I was told that it was 2-3 weeks for delivery.
Candice sent me a order confirmation; confirming a date of 10/27/2003. I spoke with her immediately and she confirmed that it was how they needed to do it, for paperwork only; she assured me that the order will be received before 10/27.
On 10/21 I spoke with Candice again, she assured me that I should receive it by 10/27 and not worry. Since that is what was stated as delivery date; they are stilling within the timeframe that they promised.
On 10/28/2003 I spoke with Eric and tried to find out the status for the order. They had not received it from Italy, he could give me no idea about possible delivery, no guarantees could be made. I cancelled the order with him, he said I would be given a full refund; the paperwor will be given to billing department. Thereafter I have called Explorer Appliances on a daily basis to speak with Karen in Billing or Paul (owner).
Left multiple messages, nobody calls back or e-mails. On 11/19 on inquiring with Candice, I was told by that they had a shipment in the next week with BOOH523. I re-instated the order.
Every week the delivery of this shipment was postponed, finally no BOOH523 was on the shipment.
I again cancelled the order on 12/18/2003. I have tried to speak with Karen in Billing but get her voicemail constantly.
Both Eric and Candice continue to be impatient and rude. They are the front runners to the scam and are totally unphased by the hardships people face to make large payment as such for these appliances. And Karen & Paul may not exist. I hope they do right and refund the amount.