We bought a washer and dryer brand new. When they installed it and we used it for the first time it made a loud high pitch whistling sound. When Diego came back to check it for us, he said they are all gonna make this sound. After hearing that we wanted a refund or an exchange. That was never an issue apparently.
Well calling them was impossible as their entire phone system was down. We waited 7 days for a phone call, after saying they would reach out to us. So finally we went up to the store.
We spoke to Veronica who was perplexed learning that their phone system had been down for days. She agreed that our expiriemce has been lack luster and promised to make it right by giving us another top load washer once the shipment comes in. She said they would give me a call, test them out for us, and make sure we get one that doesn't have that sound.
Veronica made sure to send out another washer and dryer but the same exact brand and model. and it made the same sound. We felt like we were in good hands and all of our concerns were being heard and addressed.
One week later, I have to call the store once again. There phone system worked this time, Diego answered the phone. This is why i will never trust or use this business ever agaim. and tell my friends and colleges to beware of this company.
I answered and said I am calling because Veronica said there should be a shipment sometime between Tuesday or Wednesday (today is Friday). I'm wondering if it has came yet?
Diego says Oh you're the one w the high pitched washer? Yes we are
Diego goes we have tons of front load washers in stock
i said i dont want a front load as they mold and mildew over time and require extra maitnence.
He said Like i've already told you boyfriend every told load washer is going to make that sound because it's applying pressure the enguine by being top load.
I said okay then i want a refund. We've already spoken to Veronica who has promised to get us a properly functioning top load washer. I've called you guys 10-15 times at this point. I'm tired of running in circles to get a washer that functions right.
He said like i said you can come in and try out these washers and test them.
I responded with i dont want to waste any more of my time as this has been a 3 week process at this point.
DIEGO SAYS we don't want to waste any more of our time either. Take any enguine and apply pressure to it amd it will make that sound.
i said how are we wasting your time?? We are the ones calling and we are the ones coming into the store.
DIEGO THEN SAYS Look TO BE FRANK i don't want to argue i don't want to keep saying the same things over. Every top load washer is going to make that sound.
*At this point we were $1,900 deep, we have been told we would receive calls over and over never received any, and i felt as though we were back at day and square 1.*
I cut him off and i said okayyyy if you don't want to argue then we will just be up to the store in 10 minutes to get a refund.
He tried saying how that's not how he meant it amd i just hung up.
So we drive up to the store for the 3rd time now in 3 weeks.
We ask to speak to the manger. WHO JUST SO HAPPENS TO BE DIEGO. Les walks us to the office and we are waiting for diego.
NOT EVEN BEFORE DIEGO SITS DOWN, he says how he "is going to disregard that phone call and being hung up on, because it must've been a misunderstanding"
WE LAUGHED. All in one phone call you said how we *patrons for your business and returning customers* we're wasting your time and how me expressing what i had been through already was me arguing.
He said He never said that and he just said he didn't want to waste any MORE time.
I said on the phone you said it was your first time speaking w us???? So make it make sense.
He refused to hear us out and understand where we were coming from.
I said is there another manager we can speak to, i have Veronica's number should i just reach out to her instead?? not wanting to even be in the same room as this guy.
He said Veronica is off, you would be bothering her if you did call her. When she off she doesn't deal w business.
At this time Alejandro walked up. And let me just add Alejandro is the most well skilled in dealing with upset or angry customers. After being told time and time again ALL top load washers make that sound, he took the time to explain how it is just ones w the agitator. He also said if we choose to do so we could get a refund but it would be only 70% i said that's fine, i would rather go anywhere else that will not speak to us as Diego spoke to us.
I had every intention of purchasing a washer and dryer after our refrigerator went well.
But Diego proved that to be so hard as he kept chiming in w his cattty and petty comments even on our way out the door.
Thank you Veronica for trying, And especially alejandro for going above and beyond and making sure the situation was rectified. But your business is tainted w this negative aura and combative attitude Diego has. read more
