Complaint Review: FOX AND GRAPES - BIDDEFORD MAINE

To be absolutely clear, we offered MULTIPLE times to send a prepaid return label, take this unit back, and issue a full refund.   We offered to handle the warranty claim process on behalf of the customer, only asking that they take the inital step to register the unit and file the warranty claim.   

We have emails showing that we did this.  We sent emails requesting the weight and dimensions of the package she wanted to send back.  She NEVER replied with that information, and furthermore we have emails showing that she REPEATEDLY demanded a refund BEFORE she would send-back the merchandise.  I'm sorry, but anyone knows that is not how warranty claims or returns are handled by ANY company.   

A little patience on the part of this customer would have gotten her exactly what she was looking for - a return for a full refund. Instead, she made the decision to handle the claim herself, and she received a replacement unit instead.   

 Calling us names and accusing us of fraud does nothing to change the fact that we went above and beyond what was necessary to make this right, despite the customer's abusive treatment and unreasonable demands...    

 Again, I cannot make this anymore clear. DO NOT purchase anything from this company of any substantial $ amount! I wanted a refund; that is not what is happening. Edgestar will only send a replacement unit because they feel bad for how I was scammed. So, SCAM artist Joel gets to keep MY $850, even though he sent me a defective unit & then never answered his fake CS line; gave me nothing but the runaround in every email & to add insult to injury. accused ME, the customer, of lying! The bottom line is Fox & Grapes refused to fulfill a very basic CS task of ANY LEGIT company. A REFUND for defective merchandise! This guy is BAD NEWS!

To follow-up on this report, the customer was able to obtain a warranty replacement of her unit via Edgestar support.   

There were no issues, because as we had stated from the beginning we only sell new merchandise and the warranty was still valid.

We are pleased that there was a satisfactory conclusion to this matter...

 Joel & Fox and Grapes did nothing but blame me for this entire issue. There is no story here! I recieved the unit in mid July, but did not take it out of the box until my licensed plumber was ready to install it, in my brand new kitchen, until late August. It worked for less than 72 hours...period! Why would I make this entire thing up if I had a ice maker that worked properly?

I designed my dream kitchen with this unit in mind. It is now sitting, in my mudroom pantry, until either Edgestar sends me a replacement unit OR LIAR Joel decides to send me a prepaid return label. Fox and Grapes has zero intention of making this right, otherwise he would have done so back at the end of August.

I run 2 businesses, understand the value of customer service & not screwing clients over and simply don't have the time or the sociopathic personality to make this all up. Again....STAY AWAY FROM THIS COMPANY!

 I filed a service request with Edgestar; they are not responsible for refunding my $; they have no transaction that this scam artist bought thr unit from them. I am not refusing to return the unit; he will not send me anything to return it & told me he won't refund my $. He is a SCAM ARTIST, LIAR & THIEF!!!

We are the company reported here, and we are being grossly misrepresented by this customer.    

We are a reseller of Wholesale Lots and Liquidation Merchandise.   We stand by all of our sales and have a generous 30-day no-hassle returns policy.   We also have a working relationship with many vendors and assist our customers with product issues well beyond that 30-day period.

Nearly Seven weeks after delivery, this customer contacted us regarding her ice maker unit not functioning as expected.  She wanted a replacement or a repair.  We contacted the manufacturer on her behalf, and upon discussion we relayed information which revealed that the unit actually was functioning as designed, and that there was a way to further adjust the unit's production of ice which simply required some fine-tuning via the back panel.       

Apparently this was not what the customer wanted to hear, becasue she immediately changed her story and said that the unit was not working at all, and demanded a refund.   We informed her that since it was now 60-days past the delivery date that this would be a manufacturer warranty claim, and she would have to register her unit and file a claim.   

After much heated deliberation where the customer accused us of fraud, threatened lawsuits, etc. she finally filed a claim with the manufacturer.   We offered to sen a prepaid return label to her so that she could return the unit and get a refund, but she repeatedly stated that she would not send-back the unit until AFTER we refunded her.   I advised her that she could file a chargeback with her credit card company, but that without having returned the item she was unlikely to win.  

At this point we can only assume that there is nothing truly wrong with the unit.   She simply had buyer's remorse and wants a full refund without any effort on her part.  Only an examination by the manufacturer could prove otherwise, which she seems completely unwilling to pursue.  We are still willing to work with her, but after filing reports like this and threatening us, we are well within our rights to defend our own business interests in every way posible...