Fagnol Bonnet wrote on 02-07-2013

Living a nightmare experience

I am living an absolute nightmare. I ordered a GE Induction range, a GE Profile refrigerator and Whirlpool washer and dryer from Goedecker's on November 23, 2012 Two months later on 1/23/2013 at night time I received a damaged range and a damaged refrigerator that had to go back but the laundry machines seemed ok. When I finally got the stacking kit I didn't know I needed and while waiting for the contractor to arrive last Saturday, I decided to get familiar with my new machines. I pulled out the soap dispenser and to my horror there was a layer of white scum all over it. I turned it over and there was a white sticky gunky stuff inside the tube where the soap and softener are supposed to come out and a large brown spot on the container. I was shocked and speechless as I inspected the washer in more details. There are whitish water spots along with some greasy debris all over the stainless steel drum inside. The shiny stainless steel band in front of the machine I realized wasn't so shiny with signs of wear and white spots and dots all over. As for the dryer, the door is hard to open and closed and at the front edge of the drum, there are dark marks looking like dirty fingerprints.The sticker on top of the dryer has been mostly removed and further inspection revealed the upper left corner is bent. In conclusion, I received used machines. Fuming I called Goedecker's immediately and it wasn't easy to get a supervisor on the phone. Finally, Miss Shurwan got on to assure me that they would never sale used merchandises, and that in fact they don't even open those boxes when they arrive at their warehouse as they try to ship them out to customers as quickly as possible. Miss Shurwan asked me to send pictures with my reply to the email she was going to send me. I explained that it will be difficult for me to capture those small details like the soap scum inside the tube of the dispenser or the water spots inside the washer. She promised to call Whirlpool first thing Monday to inquire because Whirlpool must have package them like that. Well, this morning I received an email from Miss Shurwan stating that the Whirlpool rep told her that sometimes Whirlpool conducts random testing on some units and that would explain the condition of the items I received. She also advised me that should I chose to return those items, I would be responsible for the shipping cost and be charged a restocking fee as well. I can't even find the words to express my disbelief and disappointment that a store in existence for so long would stoop so low as to try to pass used or reconditioned merchandises for new ones to out of town customers for whom they know it will be difficult to have someone conduct an inspection or to just bring the merchandise back to them. In addition, I still don't have my refrigerator and my range which I was notified was on backorder. I called Whirlpool this afternoon, had two conversations with two different people. I was told that Whirlpool, as a manufacturer does conduct random test on some units but that soap scum in dirty dispensers sound more like used machines to them. They were sorry that the merchant in question would suggest that Whirlpool as a manufacturer would package and ship anything but brand new units to their distributors. That said, what do I do now? Does anyone have an advice for me?