ApplianceSmart, EISNO Tauranga
Complaint #: 82
ApplianceSmart, EISNO 
I ordered an EISNO brand rangehood, 21 March 2015, from www.appliance-smart.co.nz.
The Product Code of my order is EIS-A-RH-SS60-01, however, EIS-A-RH-SS60-S02 was delivered. Therefore I let them know a wrong product was delivered.
They apologised and promised to send a correct one though, again they delivered a wrong one, of which the code is QD60E-G6H160. This time they say QD60E-G6H160 is exactly the same as EIS-A-RH-SS60-01, and insist I accept it.
However, it is hard to accept because,
1. there is no wording like 'Limited stock' for my order EIS-A-RH-SS60-01,
2. QD60E-G6H160 looks like a second hand with no factory seals left in its packaging,
3. there is no QD60E-G6H160 to refer in the product catalog of their above website,
4. even worse they sent a different product without my consent.
Now they say it is a 'change of mind' return so that the product must be returned at my expense and 15% restocking fee will be charged, when I told them I could not accept QD60E-G6H160 and asked them to send my order EIS-A-RH-SS60-01 or refund.
It is embarrassing because I don't change my mind but want to have my original order. They should refund in full unless they could send me a factory packaging brand new EIS-A-RH-SS60-01. However, they have not yet delivered my order, nor made refund either.
The Product Code of my order is EIS-A-RH-SS60-01, however, EIS-A-RH-SS60-S02 was delivered. Therefore I let them know a wrong product was delivered.
They apologised and promised to send a correct one though, again they delivered a wrong one, of which the code is QD60E-G6H160. This time they say QD60E-G6H160 is exactly the same as EIS-A-RH-SS60-01, and insist I accept it.
However, it is hard to accept because,
1. there is no wording like 'Limited stock' for my order EIS-A-RH-SS60-01,
2. QD60E-G6H160 looks like a second hand with no factory seals left in its packaging,
3. there is no QD60E-G6H160 to refer in the product catalog of their above website,
4. even worse they sent a different product without my consent.
Now they say it is a 'change of mind' return so that the product must be returned at my expense and 15% restocking fee will be charged, when I told them I could not accept QD60E-G6H160 and asked them to send my order EIS-A-RH-SS60-01 or refund.
It is embarrassing because I don't change my mind but want to have my original order. They should refund in full unless they could send me a factory packaging brand new EIS-A-RH-SS60-01. However, they have not yet delivered my order, nor made refund either.
Comments & responses (5)
Disgusting, people that go to work to just eat their lunch. And don't care either. Absolutely unacceptable situation and they owe you either way.
Thanks for your comment, mermaids. Very awkward situation now going on, those wrong products, EIS-A-RH-SS60-S02 and QD60E-G6H160 are sleeping for weeks in my garage because they don't arrange to pick up. Do they give up rather than get those back? I don't know their intention.
Almost sure they are advertising with no stocks available. If they had stocks, they wouldn't have processed my order the other way round like a raincheck. However rainchecks shouldn't be used to clear old and shopsoiled stocks.
Today they sent me "Supplier Declaration of Conformity(SDoC)", and argue that the document confirms those two products, EIS-A-RH-SS60-01/QD60E-G6H160 are the same. However the SDoC they sent 14 April 2015 was about EIS-A-RH-SS60-01/QD60E-G4L.
Those SDoC documents actually say just such and such technical things apply to such and such models. So I can't believe the documents are made to confirm those products with different id codes are the same.
Those SDoC documents actually say just such and such technical things apply to such and such models. So I can't believe the documents are made to confirm those products with different id codes are the same.
I've had many dealings with Eisno in the past and I would recommend against purchasing from them. Their after care service is appalling and they lack any sense of customer service. If you buy from them you're going to have a bad time. Not only is their product subpar, the way they run their business and their policies will leave you frustrated and angry.
Save yourself the trouble and buy elsewhere.
Save yourself the trouble and buy elsewhere.
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