Kathleen R Hkk

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Verified Reviewer
| map-marker Houston, Texas

Edgestar wine cooler died in 5 years

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I bought through Winecoolerdirect an Edgestar CFW340DZ wine cooler relying on their representing Edgestar. I purchased this in 2017, so is a wine cooler suppose to last only 5 years then to be added to the pollution of our world because one can purchase another less than the repair?? Of course looking at BBB on Edgestar, it lists a F. I will never purchase any product from Winecoolerdirect again!!!
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Loss:
$379
Cons:
  • Representing edgestar products that fail in 5 years

Preferred solution: A new wine cooler with a good BBB rating

User's recommendation: Do not purchase My order number was W0380386, $ 379.05 on 4/28/2017

Rachel K Ayt

Horrible Purchasing experience and customer service

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I purchased a wine cooler from winecoolersdirect.com which is a build.com website. When dealing with their customer service, I was forwarded to build.com each time through chat, email and phone.

This is the worst customer service Ive ever experience. I waited for an expert on chat yesterday and was the 1st in line for over an hour during their normal chat hours listed. Ive sent multiple emails and no replies. Dont get me started on their phone based customer service...

I was sitting on hold to set up my return for an item I asked them to cancel before it even shipped and the system just hung up on me! I called back and finally got a customer service rep (an hour after placing my first phone call), who is the rudest customer service rep I have ever talk to and proceeds to lie to me about why my order was not canceled 2 weeks ago. I asked to talk to a manager because the information she had was incorrect and she told me she was going to hang up on me if I yelled at her again, which I was not yelling I was just asking to speak to a manager.

Anyone who would flat out lie to a customer should be fired. I hung up and plan on calling back to speak to someone else that isnt so combative over a simple return.

Their website says easy returns all over it and then when you actually try and return some thing its the most difficult process Ive ever dealt with.

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Loss:
$1165
Pros:
  • Easily shopped website
Cons:
  • Lied about canceling order
  • Careless record keeping
  • Lied about shipping time

Preferred solution: Full refund

User's recommendation: Do not buy from them!

Sue S Qvl
map-marker Tucker, Georgia

All my issues have been resolved.

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Ginger at Wine Cooler Direct helped resolve my issue with the panel and I am very pleased. I would recommend Wine Cooler Direct.
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Pros:
  • Customer servie
Cons:
  • Website
Reason of review:
Good quality
Sue S Qvl

Bought a Uline wine cooler from this company. The picture on their website shows it as a finished product but when you get the cooler it comes panel ready so it doesn't have anything covering the door

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They said should have understood what panel ready meant and they will not take the cooler back or exchange it. They don't provide the panel door nor does the manufacturer. I have a wine cooler with out a door panel or handle.
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Loss:
$2500
Pros:
  • Had i thought my product
Cons:
  • Will not help me to correct the problem
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

2 comments
Guest

So what you couldn't be bothered to do that before you left your version of reality? No it wasn't your post that did it.

It was being a adult and solving your issue by contacting the correct department.

And yet you get satisfaction and they STILL have a negative review over something that they resolved. Your little addendum post doesn’t remove the original one.

Sue S Qvl

Ginger at Wine Cooler Direct has resolved my complaint in the best customer service I have received in a long time. I now have a panel for my wine cooler. I will definitely recommend this company and say to all consumers buying a product online to call the company if you have any questions about your product.

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lissette f Nso

DECEPTIVE RETURN POLICIES

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Updated by user Dec 07, 2018

No updates here - they haven't addressed the issue at all. I have filed a complaint with the FLA Attny General given their deceptive return advertisements and disputed with paypal. Still waiting for a resolution.

Original review Nov 07, 2018
Not happy about my experience with winecooler direct so far. The wine cooler I purchased was either damaged on shipment or defective. Either way, when I called on Friday and spoke to Jaime about the fedex delivery she reassured that if there was a problem because of the poor delivery service ( I was concerned because the product had been delivered and placed upside down at my door) that the item could be returned for a full refund or an exchange. She instructed me to turn it right side up and let it sit 24 hours before running it. On Sunday am I decided to take it out and try. The dual temperature system doesn't work and it remains at 54 degrees. I then requested a return for a refund. I received an email confirmation advising of the acceptance of the return and that a label would be sent within a few days.
Today I called to follow up - after not receiving any response to an earlier email about the return label status. I explained it all to Sam Katz and it was then that for the first time, I was told about having to go through the manufacturer. After speaking to John at EdgeStar who referred me back to winedirect because of the shipping issue, I spoke to Hazel - a supervisor who advised my return request was denied and I had no other recourse than to go through the manufacturer. How do I know if this was shipped by the manufacturer when it was delivered by build.com and how is that burden placed on the consumer??? Also when I read company reviews others with issues had them immediately resolved - yet - I am getting pushback from everyone?
How is it that the EASY RETURNS policy as represented NOT apply to appliances when the company name is WINECOOLERS DIRECT?
EASY RETURNS IS DECEPTIVE and looking back now I am sure they create their own reviews
View full review
Loss:
$211
Cons:
  • Defective unit and deceptive return policies - bait and switch
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

William T Amt

Ice Maker Nightmare

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I highly advise everyone to Not but a product from Wine Cooler Direct !!!!!!!!!!!!!!!!!!!!!!!! I spent 2,000 dollars on a Kitchenaid Ice Maker August 21st 2018 It is now December 7th 2018 I still have an ice maker that has never worked since being bought & delivered . I have had 3 service calls and it still is not fixed I have missed Thanksgiving and will miss all the rest of the holidayseason with no ice maker. I Have to go to the store to purchase Ice for all my guest. Make sure you buy from a company that has good customer service not Wine Cooler Direct as they will not take any ownership in helping you with defective merchandise . This Ice maker should have been replaced months ago . I will be lucky if I have an ice maker that works by mid Febuary . This is the Worst customer service I have ever had in 40 years !!!!!!!!!!!!!!!!!!!!
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Cons:
  • Should be replacing ice maker
Reason of review:
Damaged or defective

Preferred solution: Full refund

Jeff M Wqy
map-marker Kennewick, Washington

Poor Customer Service

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We had ordered our second cooler from Wine Cooler Direct and less than three weeks later we received an email for an additional 15% off. I called and explained the situation to their customer service representative who explained to me in great detail that they only way to receive the additional 15% off the purchase was to order it on that day. I was told no refund would be given and I should have waited till Black Friday to place my order, like I knew they were going to have a sale. Strange after purchasing over $2500 worth of product from them how poor their customer service is. I'm shocked that any company wouldn't give the lower cost if within 30 days of purchase. We will never order anything from them again and will tell our friends of this experience.
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Reason of review:
Pricing issue

Preferred solution: Let the company propose a solution

Nancy H Mqj

Frustrating to deal with, Lots of wrong information on order

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On my order, my name and phone number were wrong,— then when I got an email that the item had been shipped, it listed both the wrong shipping company plus a tracking number that was messed up for the wrong shipping company listed and also the actual one they finally found out. My order had been sitting around for several days before I could find out anything about where it was. The company was unable to contact me because the phone number was wrong. It took about 8 or 9 phone calls to WineCooler Direct before I got any correct information. Extremely frustrating and inconvenient, plus the delays were annoying. I would not recommend dealing with Wine Cooler direct.
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Cons:
  • Careless record keeping
  • Lack of service
Reason of review:
Problem with delivery
Nancy H Mqj

Disorganized and slow to fix delivery problems

My order ended up with so much wrong information — my name and phone number were wrong on the order, then I got an email about the order having been shipped, listing the wrong shipping company. The tracking number was invalid for any shipping company whatsoever. Naturally it was extremely hard to find where the item was, and how to get it brought to me. I haven’t gotten the wine cooler yet, and I truly hope it arrives in good shape. Not expecting too much thought, because it’s been one wrong thing after another since I placed the order. I would not recommend dealing with this company.
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Reason of review:
Problem with delivery
Jonathan R Rya

Return policy is ridiculous

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I ordered a BreezeAir bottle probe. This is a small product that fits in an envelope. When I purchased it, there was a large announcement on the page that I could return it for 100% within 30 days. Two days after I got the product I wrote for an RM number. I never got a reply. I then called and was told there are no returns for BreezeAir products. The rep told me it's listed on the returns page. If you read the small print, Breezeair is one of the products listed for no returns. I feel cheated. Why advertise free 30 day returns on a Breezeair product (in large type) if it's a non returnable product. This is deceitful. I will never do business with this company again. Be very careful about doing any business with this company
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Loss:
$85
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Very frustrated

I ordered a beverage center which appeared to be a really good price. It had great reviews too (4-5 star).

I then happened to check reviews from other sites and they were mainly 1 star. Fortunately (or so I thought) this transpired in roughly 20 minutes. I tried to cancel the order online but it said to call their number. I then called and they put in a cancellation request but they said I would be contacted later with a confirmation via email.

No confirmation came. I called later that day and a representative said the order had already shipped. I told him that this is impossible and that I ordered the unit and then cancelled within in 20 minutes. He said they ship in 15 minutes.

Umm.... If you are buying that then it is up to you. I am not. I even told them that I would just send it right back.

The basically said oh well, just refuse the shipment then. What a hassle.

View full review
Loss:
$590
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Brand New Defective

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Wine Cooler Direct - Brand New Defective
We purchased a brand-new beverage cooler to store wine. The Unit has been defective since day one, we called for service giving the vendor Living Direct & Winecoolers.com the opportunity to repair. The repair tech came and told us we needed a new board. He Installed the board, told us it was fixed and left. We went away for a few weeks came back and the unit was not working. We Called and were told we need to replace a second board but no one ever called them back to schedule which is incorrect the technician told us you are all set, bad business do not buy
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Loss:
$1468
Cons:
  • Defective unit from day 1
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous

Read the Terms & Conditions

I placed an order with Wine Cooler Direct, received an order confirmation and they charged my credit card. I then receive a phone call that they had a pricing error and my purchase should have been $200 more than what I paid.

They offered to only increase the price by $100, but I already found that same price elsewhere. Given their incompetence and lack of professionalism, I didn't want to continue to do business with them. Below are the excerpts from their terms and conditions that they use to basically get out of any order: Order Acceptance Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason.

For your convenience, you will be charged upon ordering and your order will be shipped within the time stated on the product specific page or mentioned under the "Shipping Policies" section of the website. If your order is unable to ship within 24 hours, we will hold your funds as a deposit on the goods until the product ships. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order.

We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after payment received, we will issue a credit by the charged payment method for the amount of the charge.

View full review
Loss:
$200
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

Literally the worst customer service I've ever experienced.

WOW. WOW WOW WOW WOW. These guys are such JERKS!!!!! I'm absolutely shocked how bad their costumer service is. They answer the phone and deliberately don't give you a name. And then, they basically they do one of two things 1) immediately put you on hold and not come back. 2) rush you off the phone and transfer you as fast as they can, so they don't have to talk to you. Such @ssholes. I will NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER NEVER buy anything from them EVER EVER EVER EVER EVER again.
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Reason of review:
Poor customer service
2 comments
Guest

So what was the complaint that caused you to call them in the first place ? You didn't say.

Did you pay them for faulty or undelivered product ?

You apparently called on multiple occasions. Not having sunk in that that method was ineffective and frustrating, you should have established a paper trail (providing you had paid for services not rendered) .

But you are also an irrational dolt who repeats the same word 19 times in capital letters when once would have been adequate.

It sounds as if your own actions have compounded your life's agonies.

Guest
reply icon Replying to comment of Guest-1334274

You sound like you work for the company. Be a little less obvious next time.

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Anonymous

DO NOT Order from Wine Cooler Direct

I tried to order a wine rack for my boyfriend for our anniversary. I researched wine racks online for weeks until I found the perfect one that I thought he would love. Joke was on me! I ordered the rack through Wine Cooler Direct. When I placed my order, it said that it would take 3-4 days to ship, which would've given me plenty of time to receive it, wrap it, etc. After a whole WEEK of waiting, I had not received an email to let me know that my product had shipped, so I decided to give them a call. After being on hold for over 10 minutes, the guy finally got back to me and say that my order had been CANCELLED. What?! I never once got a notification from the company that my order was cancelled and I still have a pending charge from them on my credit card. When I asked why I was not notified, he said he didn't have any answer for me and apologized and said that they "have had trouble receiving the products from an outside company that they use." Ok... but you should still notify someone that you cancelled their order or else I would've still been waiting for it! I am so disappointed in this company and will not be making anymore future purchases with them.
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Reason of review:
Order processing issue
Anonymous
map-marker Scottsdale, Arizona

Wine cooler appears to be locked and NO key provided!

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My new French door wine/beverage cooler arrived today. One side opens but the other doesn't! Appears to be locked. No instructions or owners manual was included. NO KEYS! How am I supposed to get into it??? Can't even attach handles because the only one I see is inside the locked door! Web site says 24/7 service but it's not true. Phones are only staffed 8am-5pm M-F. Supposedly you can leave messages after hours but I keep calling and get a recording that all circuits are busy. Used like to EdgeStar product service and tried that number, but got the same "all circuits are busy" recording. How frustrating.
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Cons:
  • Unit was locked and no key provided
  • No instructions or user manual
  • Lack of service
Reason of review:
No instructions or manual, no key provided and door is locked

Preferred solution: Let the company propose a solution

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