Ali Nawaz
I purchased a flat top griddle from George's Restaurant Equipment in October, and shortly after installation we began having issues with the unit. Every morning, liquid leaks/oozes from the sides of the grill because it was not sealed properly.
After speaking directly with the manufacturer, they acknowledged the issue and initially offered a replacement grill, but we would have been responsible for paying for another installation. They later offered an alternative solution where George would be refunded by the manufacturer and then refund us so we could keep the grill and have it repaired locally.
Unfortunately, this is where the experience became very disappointing. George first offered us $2,500 back if he could take the grill back to resell it. We later countered and offered to accept $2,000 back instead so we could keep the grill and repair it ourselves, even allowing him to keep an additional $500. At that point, he denied offering the original amount, insisted on taking the grill back, said we would also have to pay labor costs for pickup, and stated that the refund offer would decrease day by day.
What makes this especially frustrating is that the manufacturer had already refunded him. Instead of working toward a reasonable resolution for a defective product, the process became unnecessarily difficult and stressful.
I understand that issues can happen with equipment, but customer service and fairness during the resolution process matter just as much as the sale itself. Unfortunately, this experience left us very disappointed.
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I purchased a flat top griddle from George's Restaurant Equipment in October, and shortly after installation we began having issues with the unit. Every morning, liquid leaks/oozes from the sides of the grill because it was not sealed properly. After speaking directly with the manufacturer, they acknowledged the issue and initially offered a replacement grill, but we would have been responsible for paying for another installation. They later offered an alternative solution where George would be refunded by the manufacturer and then refund us so we could keep the grill and have it repaired locally. Unfortunately, this is where the experience became very disappointing. George first offered us $2,500 back if he could take the grill back to resell it. We later countered and offered to accept $2,000 back instead so we could keep the grill and repair it ourselves, even allowing him to keep an additional $500. At that point, he denied offering the original amount, insisted on taking the grill back, said we would also have to pay labor costs for pickup, and stated that the refund offer would decrease day by day. What makes this especially frustrating is that the manufacturer had already refunded him. Instead of working toward a reasonable resolution for a defective product, the process became unnecessarily difficult and stressful. I understand that issues can happen with equipment, but customer service and fairness during the resolution process matter just as much as the sale itself. Unfortunately, this experience left us very disappointed.
