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To: Clients and Mr. Avi Oz (the store owner):
I had the same experience as a previous reviewer (seen via Google two years ago). The manager was rude to us, and sold me a refurbished item as if it was a new unit.
On July 7, 2014, my mother purchased a fully automatic top loader Whirlpool brand washing machine for $467 total, plus free
shipping. It was delivered promptly at 5p.m. on the same day as promised by the manager. When we installed it, there was some water leakage, but we thought that was from manufacturer quality testing. When we used it the next day, we noticed that
it barely worked; there was hardly any water coming out and the speed was extremely slow. On July 9, my mother went personally to speak with the owner and explained that the washing machine was not working properly. The manager then decided to send one of his assistants to check the machine to confirm that it was properly installed and assured my mother that this was the first time a client has given a complaint.
Once his assistant arrived, I asked him specific questions but he ignored me. I didn’t understand his behavior and so I questioned him about it, thinking perhaps he was prejudiced for some reason. Only after I began to raise my voice did he answer me. This left me confused. Why should I have to raise my voice for him to be courteous? He then had to call his colleague, who also arrived promptly, to assist him because he forgot to bring a pair of pliers. To our disbelief, his colleague was uncooperative as well.
By the time they left I was very upset, so I contacted the manager. He asked me not to raise my voice and I replied that I wouldn’t, if I was merely shown some respect. During our two-minute phone conversation he asked, “Would you like to exchange the washer?” I replied, “No, after this experience I would prefer a refund.” He replied, “We cannot give you a refund, and you can take this case to court if you want, ” and abruptly hung up the phone.
Later, my mother and I returned to the store. Once there, the manager didn’t even greet my mother, he just raised his voice to her even though we had entered very calmly, not looking for confrontation. I interrupted him and asked him to lower his voice or I would have to call the police. He retorted, “Call the police then.” I told him that I believed we could solve this in a civilized manner and asked him again to lower his voice. He calmly replied, “I heard you over the phone as I was speaking to one of my
workers, and you were very rude and called him names.” I said “yes, you heard me speak loudly but you were not there to witness how he rudely ignored my questions. I also never called him names, I just asked him if he was prejudiced in some way…Also, it would be unfair to blame their behavior solely upon them now that I find myself speaking to you, the manager—since their behavior is a reflection of yours”. I then asked for an exchange if a refund was not possible. Again raising his voice he
replied, “No, the machine is perfect, you are simply not happy in general. If we exchange it for another one you will still not be happy, so you might as well keep this machine, since I’m sure it’s working perfectly fine.” I asked him to please remember that he clearly stated over the phone that an exchange would be possible, and that it’s part of their company policy. He agreed and said, “I will only exchange it if you will not come back with a second complaint.”
We decided to go ahead and exchange it for another machine. He advised us to get a manual washing machine, since the digital has less water pressure, and then he recommended a machine to us. My mother told him, “I clearly remember I was told that this particular washing machine (Hotpoint brand semi-automatic top loader) is $300, so will there be a $167 refund to make up for the difference in price?” He barely made eye contact and said, “Oh no, this is $560.” I replied, “I’ll take it, but you can be sure I will never shop here again.” He replied, “I wouldn’t sell you anything again either, BYE!”
As we were leaving, one of the employees from the basement came out and screamed, “Goodbye, angry lady!” I turned around and walked directly up to the man, who could be my father, and said, “How can you give your support to someone whose moral character is clearly so questionable? And who has been completely disrespectful to me? He replied, “that’s true, it was simply a joke.” I offered to shake his hand as a sign of goodwill.
My mother and I waited outside to make sure we would be getting a new machine this time. One of the employees offered to take us to the workers who were going to deliver the machine, since he noticed that we’d been standing there for about an hour. I also
offered to shake hands with him, which he only reluctantly did after some time.
Prior to our departure the manager came out of the store and gave us a hostile stare. The driver gave us the same stare as well, and I remarked to him and to the other employees inside the car that I did not understand their behavior. I asked whether they were discontented with their jobs, or perhaps they had some personal or family problems or prejudices of some kind, and
mentioned that if this was true, they shouldn’t allow it to interfere with their jobs. They immediately became a bit friendlier.
The same employee that came to the house initially and one other one came and installed the machine, which came in a box this time, and happily there was no water leakage. They tested it to make sure it was working and politely answered all my questions, and we parted amicably once they were done.
I’m happy to say that the machine works great; high water pressure, no noise and it works fast. It just took a lot of hand-shaking to get it done.
To future customers: After reading my experience and others on Google you may perhaps notice some of the reviewers have the same last name of the owner, Mr. Avi “Oz.” Please don’t allow my experience to lead you into the false assumption that the good
reviews are not legitimate. The similar last names are simply a coincidence. Please give the shop a try. Sometimes we allow bad experiences to cloud our judgment, and I am sure the owner is a person of honesty and integrity, even though I didn’t have the opportunity to meet him personally.
I hope that by publishing this experience, future clients will receive better service from the manager and employees.
General Tips for Buyers:
Be patient, rational, and remember, they are also human. Sometimes we are not aware of our behavior; however, this does not mean we shouldn’t exercise our rights as clients. If someone is rude to a loved one, understandably we tend to get emotional, but try not to allow emotions to interfere with reality. Stay balanced and work to reach a mutual agreement. In the end, you will both be surprised at how this interaction can help you learn.
When shopping in a store where items have no price, be prepared. Bring a notebook, a permanent pen, and a calculator, and ask the manager to write the price of each item so that everything is clear. Also, this gives you a chance to meet the manager and see if he or she wishes to make sure his clients are well-informed.
Both parties must maintain their integrity when giving reviews online: A company’s reputation is at risk the moment we are not honest; remember, this is their livelihood and you as the consumer do matter to them. If you wish to be equally valued as a client and as person, then be fair.
Sincerely.
ATTN: I faxed a copy of this review and a letter via e-mail to the owner.