Dear Warners’ Stellian,
On October 16, I was in your Woodbury store to purchase appliances. My salesperson was Jeff Mendenhall. To begin with the good, Jeff was a pleasant, not pushy, and courteous salesperson. He was helpful but not overbearing. I ended up finding a refrigerator and dishwasher that I purchased. Unfortunately, this is where the good ends. Things are about to start going very wrong, and bear with me, this will be a long email.
As Jeff rang up the purchase, he looked up dates and told me that my dishwasher had to be ordered in white (the color I wanted) and would be ordered the next day and that I’d have my appliances in a week. I had told Jeff that my dishwasher was broken and I was in a hurry to have it replaced. A week I could live with and I said that was fine and made the purchase.
Because of my work schedule, I am unable to be home during the day. As a result, my father was going to be there to accept delivery and oversee installation. I told Jeff delivery could not be before 11am, as he gets off work at 10am. Jeff said they’d call to set up delivery and I could tell them then and it wouldn’t be a problem.
The next day, Monday October 17, a man did call to let us know the dishwasher was ordered. My dad told him delivery couldn’t be before 11am and he said it wouldn’t be a problem.
Fast forward to Thursday October 27, we finally received a call letting us know that the items were in and going to be delivered the following Wednesday, November 2. By the time we got that call we were closing in on two weeks, when I was promised one. And now they were adding yet another week to the timeline. I was seriously unhappy at this point and called Warner Stellian. Jeff was unable to speak with me, but I spoke with Matt Stage. Matt looked up my information and said “I can’t understand why this is taking so long, they must be busy”. Which is unacceptable. I can understand busy, but then no one should tell me it will be sooner. Matt then promised to call and try to talk them into a sooner delivery, but no promises. I never heard from him or the delivery people again. I doubt he ever even made that call. I’m not usually so cynical, but I was pretty frustrated at the level of customer service I had received at that point.
Resigning myself to waiting, I just wanted my appliances and for this to be over. Finally, on Tuesday November 1, we received a robocall informing us that our delivery time was 8-10am. Again, after speaking with numerous people and informing them that delivery could not be before 11am the only thing we are offered is the one time we cannot work with. My father, who received the call, accepted the time because he wanted me to get my appliances. This meant that either he or I had to take off of work to accept them. I took a half day, because they are my appliances. But the continual screwups at Warner Stellian cost me money and I don’t like that.
I was also told, repeatedly, that I would be called 30 minutes before delivery. They called 21 minutes before arrival and said “15 minutes”. The delivery persons were unfriendly to the point of rudeness. They spoke to me curtly as though I was imposing on them by being in my own home.
My broken dishwasher was filled with standing water. One guy, they didn’t bother to give their names, acted very put out that my dishwasher had water inside and asked if I had told anyone. Who was I supposed to tell? I told Jeff my dishwasher was broken but he didn’t inquire further and it didn’t seem to matter. Yet this delivery person acted like I had given him a personal insult by daring to have a broken dishwasher. They did drain the water and remove the old dishwasher. Then they removed the old refrigerator.
Then they brought in the new refrigerator and had trouble getting it into my kitchen. Instead of stopping to measure and figure things out, they tried to jam it through the space. When that didn’t work, they took off the doors and proceeded to try to jam it through again. This time they managed to get it through…at the cost my door frame. They tore up my wall and ripped through the custom paint and the sheetrock to the wall frame, now visible through the mess.
Afterward, they said nothing about the damage, though they must have known, I didn’t see it until after they had gone. Meanwhile, as they had taken the doors off the refrigerator, I asked them to flip the doors the other way. This set them both off. They were outright annoyed and irritated that I was asking them to go outside of their job duties. Never mind I have no way of knowing that this is not their job. Someone needs to flip the doors, the way my kitchen is set up they cannot go the way they were. And the doors were already off! How hard is it to put them back on the other way? Not one, but BOTH of the delivery persons asked me if my salesperson inquired which way I wanted the doors to open at the sale. Both did so in plain view of the other, so it was like they were accusing me of lying by forcing me to repeat my truth. I was never asked anything of the sort by Jeff, whether or not that is his job. I wasn’t asked and therefore had no opportunity to tell anyone. Perhaps there was a screwup at some point, but it certainly was not done by me. I was made to feel like I was asking too much, or for something difficult or generally being a pain, when I was simply a customer who made a purchase and wanted it done right.
They brought the dishwasher inside and hooked it up, then I was told that the fridge was all set and it would be a couple hours until it was cooled and I was set to go. And then they left. Upon leaving they finally closed my front door, both the door and the storm door were propped open and they left them that way the entire time (nearly two hours) they were in my house. They did not ask if they could, they just propped them open and left them. I was unable to see the front door from the kitchen, so I didn’t know at the time or I would have closed them. I had my heat on, so for two hours I was paying to heat the outdoors. Never mind the fact that I could have had a pet or a child that could get out of the house, which they never considered.
Once they were gone I looked around and saw the damaged wall, so I walked through the space they carried things and found multiple dings on my custom painted walls, on several different walls, as well as the outright damage to the kitchen doorway. I took photos of the damage, which are attached to this email. I left for work shortly thereafter and had a meeting afterward. Once I finally got home late that night, I found that the refrigerator was not cold, it was outright warm. So the delivery person had checked the dials were set, or never checked anything and lied, but never bothered to turn the refrigerator ON. Which meant that my groceries were in a warm box all day long, spoiling, again costing me money.
This is completely unacceptable. the rudeness and disrespect were unpleasant but I could live with that, but the outright damage to my home, as well as leaving my house open for two hours, raising my heating bill, costing me a half days work, spoiling my groceries through carelessness, these are beyond what anyone could stand.
I’ve approached a contractor about the damage to my home, someone I trust. I’ve attached the invoice for the repairs to my house, as well as repainting the walls of the lesser damage, but even this does not fully compensate me for my experience.
At this point, I am asking for a full refund of my purchase price to cover the monetary loss, inconvenience, distress, and flat out discourtesy I experienced at the hands of Warners Stellian. This amount is $1,045.87. I’ve already mentioned parts of this story to various friends and coworkers and people are appalled at the treatment I have received and it makes people disinclined to patronize your store. I am reaching out to you directly to give you a chance to make things right. I was treated poorly, moreover, you damaged my property and cost me money in groceries and heat. None of this is my fault, the only thing I did was try to spend my hard earned money at your appliance store. I feel abused and violated and I am not okay with this. This was a screwup from the start and I am asking you to make it right. I know you won’t like the idea of it costing you money, but doing the right thing to restore my faith in your customer service is worth it.
You may contact me through email with your response.