Phillips Furniture & Appliance

I purchased a new washer and dryer last July 2014. While still under warranty, not even a year old, the washer stopped working. I had to wait a week just to have the washer looked at to diagnosis the problem and then ended up waiting a period of just roughly a MONTH to finally have a part arrive at the store to be installed and to allow the washer to run. Three different distribution centers had to be called to order the part, then the time to wait for it to arrive. Only the first two never did and then the owner of the store on two occasions (on phone) very unprofessional and very rudely conducted business with me. He said, they were doing everything they could be doing but yet there I was with a broken machine and many trips to the laundry mat at my own expense. The way he talked and conducted himself and his tone were incredibly unprofessional. I have been a customer for years and have frequented the store on various occasions for other furniture items. This will be my last.Product_Or_Service: [redacted] - WasherDesired SettlementI would like this put out for others to be able to learn to be cautious if they think about dealing with this place of business. Business Response Contact Name and Title: [redacted]Contact Phone: 775 623 3060Contact Email: [redacted]@phillipshomestore.comAfter reviewing this service call, following is a brief overview. We took her call on her washing machine that is under factory warranty, and made it out to her house within 4 business days. The technician found the problem to be the control board. The board was ordered the next day, but was coming from back east so it would be 5 days out. At 6 business we contacted our parts supplier to find the location of the part. They could not locate it, and it was lost in transit. This happens to us about once per year. The part was re-ordered, again coming from back east. Unfortunately, the manufacturer will not pay for express shipping under warranty. The part was supposed to arrive on 7/7/15, and we had cleared our very busy schedule for the customer on 7/8/15 so that we could take care of her. The part ended up getting shipped to the wrong distribution center and it would not arrive to us in time. After speaking with the customer about it explaining what had happened, she started becoming very unreasonable, upset at us like it was our fault. We then pro-actively started doing a search for this part, along with calling the manufacturer to see if there is anything we could do to speed up the process. On 7/8/15 we located a part that would arrive to our location either on 7/9/15 in the late afternoon via express shipping, or on 7/10/15 late morning via standard shipping. Due to our very busy schedule, we would not be able to get out until the afternoon of 7/10/15, so we chose standard shipping. We cleared our schedule for the customer for 7/10/15 so that as soon as the part arrived we could get it out there. NOTE: We purchased this part at full Retail price from a company that is not set-up for factory warranty parts. We will NOT get re-imbursed for this part, OR for express shipping. This part cost us $211.I called the customer to advise that we were doing everything in our power to get this part and would be out Friday, and she got very upset with me that I didn't pay for express shipping. No she wasn't yelling, but after remaining on the phone with her for at least 30 minutes, and her being very unreasonable, I decided to offer her money back, less any deliver charges if we couldn't get her fixed by Friday night. But I also told her that if we did give her money back to not shop with us again. We did everything that WE could do get her taken care of in a timely manner. But it was not enough for this customer.In my 15 years of doing this job, I have only met 3 customers that were as un-reasonable as this customer, and I told everyone of them to please don't shop with us again. This rarely happens, but sometimes necessary.We pride ourselves in our customer service, and you can tell by our lack of negative customer reviews on the Revdex.com and on other review websites, that this is true.I do hope that this customer finds a company that can better serve than we can in the future.