Letter of September 21, 2006 to Don Couch of Couch's Appliance & Furnishings (http://www.Couch'sappliance.com/)
September 23, 2006
To: Don Couch and all of my friends and acquaintances,
I recently had a very bad experience when shopping at Couch's Appliance in Fife WA . I would like to share this disastrous incident with you. I have tried numerous times, unsuccessfully, to call or go in to Couch's Appliance and see Don Couch , the owner, to get help with my problems. I have also made several calls to my sales person Chris Brown , sometimes he does call back but has yet to help with any of the problems. On Friday I was told by my sales person, Chris Brown; (Don Couch, the owner) “told me to take care of the problems”, “he (Don Couch), does not call customers back, he doesn’t handle that part of the business, he is only the owner”. I am not sure how it is possible to run a business with that philosophy. On Friday, when I told Chris Brown I purchased appliances in good faith and assumed I was purchasing working appliances that would not have to be repaired with in two days of receiving the front loading washer. I am scheduled to have repair people on Tuesday. I have stated numerous times to Chris Brown that I wanted to return the washer. His response, “we will not pick them up” and “that is what warranty’s are for”. Does it seem to you that I should have to have repairs within such a short time? Have I purchased a lemon? The new stove still smells of burning plastic and it has been used almost twice a day since it was delivered………………please check the full story below. This is a letter I left at Couches, one copy with Chris Brown , one copy with Eric , “the manager”. Still I have had no response from Don Couch . No one on Couch's sales staff ever knows Don Couch's schedule, he is very rarely there. One last note, after telling my dentist about this whole mess he told me he had a similar experience with Couch's Appliance, he has never received any satisfaction, his washer and dryer are sitting in the garage and he went to Sears to purchase new ones. Friends: If you have had a similar experience please let me know. This has also been emailed to King 5 TV, KOMO and KIRO TV.
Letter of September 21, 2006 to Don Couch of Couch's Appliance & Furnishings (http://www.Couch'sappliance.com/)September 21, 2006
Don Couch , Couch Appliance
Below is a synopsis of my experience with Couch's
On September 6th, 2006 I came and purchased 1-small refrigerator, 1- larger refrigerator, 1-stove, 1- front loading washer and 1- front loading dryer. Please refer to your records for the brand names and models. Approximate total of purchases, $5450.00. Additional note, a few months earlier I also purchased a dishwasher.
I was given a delivery date, the appliances were not delivered on this date and I was not called until the morning of the delivery. The appliances were scheduled to be delivered the next week.
The next week I received: the small refrigerator and the washer and dryer, and was informed the morning of the delivery that the other appliances were still on back order. The delay meant I would have to take an additional day off of work. Shortly after the delivery and set up I noticed the front loading washer would drip water from the door when opened and water remained in the soap dispensing holder. I called Chris Brown a minimum of four times. He frequently could not be reached and often did not return calls until a day or two later. He said he was trying to get the service people out. To this date they have never called. Last night, September 20th, water spewed out of the door and all over the floor while the washer was running. This is not acceptable.
In addition, the lead man of the two men who delivered the small refrigerator and washer and dryer needs to receive some training in customer service behavior. He told me he could change the way the small refrigerator opened for hugs.
Additional complaints:
The large refrigerator was never delivered and I finally cancelled the order. This was after several conversations with Chris Brown , who said the fridge was on backorder and the manufacture could not give him an answer as to when of if it would be available. Since I could not get a hold of Chris a man named Cory helped me get the refund started. I finally worked with Judy , who on one occasion said she would call back but did not. The next day when I called her back I was told she had been to busy to take care of my problem.The Stove continues to smell like hot burning plastic. I have used it at least twice a day since delivery if it were a new product problem the smell should be alleviated by now. The temperature seems to be off as it takes everything much longer to cook, this needs to be checked. One of the selling features was that it came with an instructional DVD. This was not included and Chris Brown had to order one sent to the house, which I have not yet received.
I shopped at Couch's believing as an independent I would receive good customer service, this has not been the case.
At this time I would like the washer and stove repaired by this afternoon or removed by this afternoon and a full refund to my credit card.
Connie Dempsey, 1-253-926-2440 (day phone)
The Doman Directories
4701 North Huson, Tacoma, WA 98407
(253) 759-6639, (253) 759-8373 fax
trainingmedia@yahoo.com