Complaint Review: TheACOutlet

I purchased a furnace in late March. It took several weeks to get delivery but that was OK since we were not ready to install. Some unexpected issues with the construction and county permits (unrelated to furnace) delayed installation by several months.  When we were ready to install we realized that I had purchased an 80% efficiency instead of 95%. The problem is that becasue of the location of the furnace, we cannot vent an 80% furnace. A 95% would vent no problem.

I asked ACOutlet if I could return the furnace (unused - in an unopened box) and upgrade to 95%. This was denied. No appeal possible. When I asked if I could speak to a manager I was told that management was off-site and would not talk to customers.  Granted this was 5 months after purchase (not their fault but was also not intentional and due to unexpected delays) but since the furnace was never used and I was willing to purchase a more expenive model, I assume that they would grant my request. Their return policy is 14 days or at management discretion. This certainly seemed like something that discretion would be warrented. 

The agent I spoke to was polite but she is obviously at the bottom of the totem pole and not responsible for management decisions. She told me that if I was to get return approved, I would not only have to pay return shipping (understandable) but would have to repay an (inflated) shipping cost and an unlown "restocking" fee which would mean that my refund would be very small in any case.  This means that even if I had tried to return in the specified 14 days it would not have meade financial sense in any case. 

I will have to eat the cost of an unusable furnace. I will for sure not purchase the replacement furnace from these folks.