William B.

I ordered a heater assembly for my LG dryer. Took about 10 days but finally got there. When it arrived there were baby birds in my dryer vent. Not wanting to kill the babies I held off on installing the part. After about 2 weeks they were gone so I took apart the dryer to repair it. I opened the box to install the heating element and found it to be broken. Immediately sent an E-Mail to ApplianceZone.net
Explaining receiving a broken part. And requested either a refund or a replacement part.
This was customer service agent Paula Allen's reply to me.

Good Afternoon
This order was delivered over 2 weeks ago. As stated on our site.
In the event that your order has arrived with damaged, incorrect, or missing pieces please notify customer service within (3) days of receipt or of the projected arrival date. If we do not notate your account of the issue within (3) days we cannot guarantee that we will be able to offer you a replacement order.
USPS DAMAGES
If your order has been damaged in shipment by USPS (United States Postal Service) USPS requires you (the addressee) contact/take the damaged item and packaging to your local post office to submit a claim for refund.
They will have to print a PS-2856 form, to file a 'Damage Report of Insured Article and Contents'. Once printed the PS-2856 form will need completed and mailed/faxed to the St. Louis, MO post office for review. Once the claim has been approved USPS will issue a check to cover the damaged order.

Me:
Dear Paula,

This damaged part likely has nothing to do with the USPS as there was no damage at all to the box. The part was most likely broken when it shipped. Your company probably didn't box the item and you didn't open the box to make sure the part was good. The box was in pristine condition.
I just read your policy and it states, In the event that your order is not received by the estimated tracking date, or has arrived with damaged, incorrect, or missing pieces please notify customer service within (3) days of receipt or of the projected arrival date. If we do not notate your account of the issue within (3) days we cannot guarantee that we will be able to offer you a replacement order.
Now when reading your policy a couple of things stick out tom me. First of all it states to please notify customer service within 3 days. What I immediately focus on is the word "please," what it doesn't state is that you "must" notify customer service within 3 days of receipt. And secondly it states we cannot "guarantee" a replacement order, what it doesn't state is that you "will not" or "won't" offer a replacement. So based on that loosely worded policy I believe it opens the door to the possibility of me getting a replacement part and I politely request a replacement unit. If I can go on your site right now and order that exact same part then that tells me the part is available and you could send a replacement part if you really wanted to please or make right with the customer. I didn't break the part, it was sent here already broken. Trying to deny me customer satisfaction for a 38.00 dollar part based on a loosely worded 3 day policy just doesn't seem right to me.

Respectfully and gently submitted,

William

Her:
Good Afternoon

Our policy is clear, we need to be notified with in 3 days. Your claim at this point would be with the carrier as there are time limits on these. Let me ask why this was not inspected for over 2 weeks?

Me:
Do you read E-Mails? I explained in my original E-Mail that this broken part isn't on the post office. There is absolutely no damage to the box at all so why you trying to pass the buck to them. I'm absolutely certain this part was broken when it left your warehouse, it was probably broken before you guys even received it, broken from the factory. I offered to send pictures of the box and the broken parts. I also explained in my original E-Mail why I waited a couple of weeks to install the heating element. At this point the dryer has been broken for a month but there were baby starling birds living in the dryer vent and I didn't want to kill them so I waited for them to vacate. When they finally left I took the dryer apart and opened the box to install the new heater and found it to be broken.
I don't think your policy is very clear at all and I explained why in the second E-Mail I wrote to you. But that's cool if you guys are going to stand on that weakly worded policy that's fine. I also noticed on that link that you sent there is no paragraph titled refund policy at all, nothing about a refund policy is mentioned so I see what's up. Anyway I'm not going to go back and forth with you. If you are going to enforce such a loosely worded policy for what amounts to maybe 20 dollars your company cost then so be it.

Later that night I read so many negative reviews of this company. I have never seen so many 1 star reviews. I never heard another word from her.