Ed Kellum & Son Appliance Company

On 12/20/2017 I purchased a Kitchen Aid oven from Ed *** in Dallas. They delivered it on 12/23. After first use on Christmas Eve, I was disappointed in the operation of the oven. I had to use a table top roaster to cook my meat & baking was a disaster. Its operation is very complicated & the temperature was way off. The oven cut off when it really wasn't suppose to & had to be reset between baking multiple batches of cookies. Spoke to Ed *** about Dec 27, & I told them the problem. They told me to contact Whirlpool. This was very disappointing because they assured me they would be my point of contact if I had any issues or problem (totally misleading). That was one of the selling points for me purchasing from them because I had been misled by another appliance company & I told the *** salesman this. He then agreed to contact Whirlpool. When I called a couple of days later, he forwarded me an email he sent to Whirlpool on my behalf & had ME follow-up with Whirlpool. The lady at Whirlpool said "there was a problem with the oven" & arranged for a repairmant. I expressed to *** & Whirlpool that I was dissatisfied & it was unacceptable having the oven repaired after such a short time. When you pay $1699 for a product, it should not be repaired before it works properly or as expected in less than a week. Whirlpool said their policy was to send a repairman & I should work through *** if I was trying to get a replacement. When I relayed this to the salesman at *** his words were "just let the repairman come out & do their thing & update me afterwards." The repairman corrected the temperature problem (off by 25 deg), but said he didn't know much about the operation of the oven, but thought the cutting off in true convection mode is how it is suppose to work. I reported this to ***. In the next conversation the salesman said his boss agreed to a one time "take it or leave it" replacement offer of a 25% restocking (approx. $425) fee & the price difference for the next level up stove "would be a wash." His words not mine. In the next conversation, the salesman said I would pay the difference in the replacement plus the 25% restocking fee. He would not acknowledge that the he told me the price was 'a wash? from the previous conversation. ***, of course, didn't have anything to offer with a cheaper price tag. I agreed to pay the price difference ($200). After all; I'm not trying to get something for nothing, but totally rejected paying a $425 restocking fee. I would be paying about $700 more for another stove. I couldn't accept this ludicrous offer. I now want my money back so I can go someplace else. A week later, when baking cookies, I experienced the oven cutting off in the regular baking mode although it didn't do it for the repairman when he came out. The oven operation functions are complicated for us & takes away one of my special needs daughter's independent life function skills. She use to be able to use the oven for making frozen dinners for herself & the stove top to make her breakfast & simple lunches. Given that I have to keep the display locked or she accidentally turns the oven on when she is using the stove top & the complexity of setting the oven temperature; she no longer understands how to operate it independently. After a month, I still haven't been able to get baking on the right path. It's complicated for my husband to work & he's not happy about it. I have lost faith in yet another appliance purchase.
Product_Or_Service: 12/20/2017
Order_Number: XXXXXXX