Complaint Review: Van Nuys Appliances - Van Nuys California

I tried to buy a used refrigerator from Van Nuys Appliances and went on a three-day journey of the worst customer experience I have ever had. I called to see if they had any fridges in my price range, the woman sent me some pictures, I chose one and agreed on a delivery fee if they delivered and carted off my old fridge. This was Monday afternoon and they said it would be delivered Tuesday between 10am-12pm. Everything was going smoothly. 

On Tuesday I stayed home from work to recieved the fridge. At 12:30 it had not arrived so I called and asked when it would arrive. The woman said there was a problem with the driver but it would be there that day. By 5pm I still had not received the fridge so I called again. The lady said she was calling another driver to bring it to my house and it would definitely be there today. By 6:30 I called again and another man answered who said "Oh, she didn't tell you. The driver is not coming. You're refigerator is still sitting at the warehouse."

On Wednesday I stayed home from work again and called in the morning to see when my fridge would be delivered. She said it would be one of the first fridges to be delivered. By noon I did not have a fridge and called again. She said the lift on the truck had broken and they were trying to get it fixed but they were calling another driver. By 5pm I still had no fridge and called again. She said the driver had quit and they were trying to get another driver to bring the fridge to me. I asked it they were running a scam and asked to speak to the manager. I was then put on hold for 5 minutes and nobody came to the phone. I hung up and called back more than 10 times that night and nobody picked up the phone.

On Thursday I called and the manager picked up. He said my fridge would be deliverd today but at this point I don't beleive a word they said. I said I'm at work so if the drivery man shows up he can wait 30 minutes for me to come home like I had waited 2 days for the driver and he says "That won't work." I told him I would be reporting him to the consumer protection bureau and he hung up on me. I called back later and talked to the lady again and said I want my money back and I was going to report them and call the police. I had never been treated so poorly and rudely buy a company and I didn't want them to have any of my money. I wanted this experience to be over. She agreed and said she would call me back in 30 minutes.

I called back an hour later and the man picked up. He said the lady had gone to the liquor store and would be back in 10 minutes and to call back then. I called back and the lady's speech had started to slur. She said she was with a customer and to call back in 30 minutes. I called back and she agreed to give me a refund but I would have to give her my credit card number again. I was suspicious and said I didn't want to see any more charges on my card and that I wanted a full refund. In her attempt to give me a refund she charged me an additional $300. An actual refund would have been $382 which I paid for the refigerator and delivery fee plus tax but that is besides the point.

She called back and said she made a mistake and that I needed to call her back and give her my credit card number again. I called 10 times within an hour and nobody picked up the phone. I finally got the lady back on the phone and she said she called the credit card compny and took care of it. I explained that I was actually charged $382 and I wanted a full refund and she said she understood. Now on my card I have been refunded $300 (the mistake she made) but not the original $382. I called back and said I want my $382 back. She said (with extremely slurred speech) that she refunded $352 (which she has not) and there was a $30 cancellation fee. I tolder her I want all my money back becuase she didn't deliver the good and service she promised to deliver and she hung up on me. 

Needless to say this has been the worst customer experience of my life. I waited in my sweltering house 2 days for a refigerator only to be lied to over and over again. I just want a working fridge so I can get back to my life and be over with this nightmare. Then when I try to get a refund I am charged another $300.

Van Nuys appliances is totally wreckless with their customer's time and money. I suspect some heavy alcohol use and I hope that they can get the help they need so nobody else becomes the victim of their wonton disregard for other people.