WARNING: EdgeStar, CompactAppliance.com and Living Direct are a Terrible Shopping Experience

NOTE: This post is meant as a warning to online shoppers to avoid shopping with CompactAppliance or any of the “Living Direct Network” of sites — they are a bottom-of-the-barrel company with terrible customer support and you’d be better to spend your money at another reputable dealer.

I was recently in the market for a portable AC unit and instead of trusting my better senses and getting something from Costco with a lifetime warranty, I did some looking online. Amazon didn’t have one particular unit that stood out so I kept looking at other places online to see if I could find a “favorite” among folks that have portable AC units.

I checked ConsumerSearch, a website that I’ve enjoyed in the past, but am now starting to think is a shill site for advertisers to buy their positioning in. They had a section (similar to About.com) related to Highest Rated Portable AC Units that gave very high marks to the EdgeStar units based on reviews found on the web.

Interestingly enough, Amazon doesn’t sell this item, so I checked out the 2nd most “active looking” store for the EdgeStar 12000s which was CompactAppliance.com. Over 200 “reviews” and 4.5/5 stars… not too shabby. I went ahead and ordered the device in a flurry and didn’t think much about it.

I immediately received an order confirmation from ComplactAppliance.com and soon there after a shipping confirmation email:

I thought “wow that was fast” and went about having a nice weekend.

I woke up this morning trying to figure out when this item would be delivered, so I clicked the link to check the tracking and was told by FedEx that no item with that shipping number exists in their system.

My internal alarm bells started to go off…

So now I start searching online for reviews of CompactAppliance.com and/or Living Direct and start to find complaint after complaint about the non-existent customer service, the highway robbery-esque return policies, mis-shipped and double-charged items, broken products being delivered and then like icing on the cake, terrible customer reviews of the EdgeStar unit (from sites other than CompactAppliance.com and ConsumerSearch) which seem to be very shoddy Chinese mass-produced units that the Living Direct network have exclusive distribution rights to — I’m starting to wonder now if the 200+ “reviews” of the EdgeStar12000S are being filled out by Living Direct employees and they paid dearly for their ConsumerSearch.com placement.

Given that my shipping information originally emailed to me is invalid, I am pretty much assuming that I just got scammed. So I login to the website to check 1 last time what my order status is and instead find a completely different tracking number:

And according to FedEx it will be delivered tomorrow.

At this point I don’t want anything to do with this company, so I give them a call to try and cancel the order or see what the process is for returning an un-opened item. As “Cindy” explains, my choices are:

  • Cancel the FedEx shipment and pay a 20% restocking fee (keep in mind the product has obviously never been opened because it was never delivered)
  • Receive the item, then call them for an RMA # and pay for shipping as well as a 15% restocking fee for an unopened item

So both choices for returning an unopened item result in CompactAppliance and the Living Direct Network having their way with my back-side. Great.

Let this post serve as a warning to you if you are shopping at any of the Living Direct Network sites (CompactAppliance, Portable Air Shop, EdgeStar, Kegerator, Simply Dehumidifiers, Hotwater Source, Wine Cool Direct) to save your money and shop somewhere else. Hell, even buy whatever it is you want locally so you can at least return it without enduring rape.

Living Direct reminds me of those sites that started springing up 10 years ago that establish what looks like a reputable online presence but in reality are just 5 people sitting at desks in some shut-in office acting like middle men. I think the most profitable thing Living Direct has done is order and secure thousands of the “EdgeStar” units from China directly and selling them as if they were a legit appliance and not some in-house invented knock off brand that gives them huge profit margins.

I’ll update this post when the unit arrives with my comments about it, but at this point I don’t expect it to last longer than a year.

I hope this post keeps someone else from falling into the trap of the Living Direct Network, CompactAppliance or any EdgeStar appliance.

Update #1: Well the EdgeStar 12000s arrived on-time and we ran it last night… it is definitely loud, especially when the compressor turns on, but seems to do a good job. I’ll wait a few months before I do a review to make sure it keeps working. Also, it’s HEAVY… like 72lbs heavy…

Update #2: Got spammed with some Living Direct email offers this morning, even though I explicitly did not check “send me offers” when I created my account. I went ahead and unsubscribed from the mailing list which showed me this screen:

You really need to appreciate a company so buried in apathy and customer-hate that they will not even remove you from a mailing list immediately. This isn’t like a mom-and-pop store that need to manually update an XLS spreadsheet… this is an online-only company claiming that it takes 30 days to remove your email address from a DB.

My guess is that they will spam me this entire month under the excuse of “well it hasn’t been 30 days yet” hoping that either (A) I forget that I unsubscribed after a month of this shit and just give up and stay on the list or (B) they actually aren’t going to unsubscribe me at all and want a fuzzy gray area in which to keep blasting me with “offers” since I’m already a “lost subscriber” they might as well try and piss me off in the process to make 1 more sale.

Again, I’m only sharing this to give you an idea of the “vibe” of this company. Customers are a necessary evil to them. Please shop somewhere else.

Update #3: Just to add insult to injury, as you noted at the beginning of this post, I like Costco. They stand behind their products and stock good quality things. I walked into Costco yesterday to do some shopping, and sitting RIGHT by the front door are Sharp Portable AC units that are quiet… goddamnit.

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About Riyad Kalla

Software development, video games, writing, reading and anything shiny. I ultimately just want to provide a resource that helps people and if I can't do that, then at least make them laugh.

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84 Responses to “WARNING: EdgeStar, CompactAppliance.com and Living Direct are a Terrible Shopping Experience”

  1. Brian Ford May 20, 2010 at 2:39 pm #

    Dear Customer,

    I am sorry to read that your recent shopping experience with our company was not all that it should have been. I can certainly understand your concern related to your order when you received the initial incorrect FedEx tracking number. I was encouraged to read that you were able to overcome the issue by accessing the correct information in your online account. We are currently working to ensure future ship confirmation emails always include the correct FedEx information and I am sorry that this segment of the transaction gave you a bad first impression of our company.

    I am happy to read in your “Update #1” that the unit “arrived on time” and “seems to do a good job”. Now that the unit has arrived and is operating as designed it is my sincere wish that your fears have been put to rest regarding the true intentions of Living Direct, Inc. Should you, or any of your readers, have any further questions or concerns I invite you to contact me directly.

    In conclusion, I am always concerned when I encounter a customer who did not have a positive experience with our company. Living Direct has been in business for more than 10 years and enjoys an “A+” rating with the Better Business Bureau as well as a very favorable rating with BizRate. These are not easy ratings to come by and have taken us years to achieve as we continually strive to serve our customers in the best manner possible. Should you decide that the Edgestar unit is truly not fitting your needs and wish to purchase the Sharp unit from Costco I will personally email you a pre-paid FedEx label to return the unit on our shipping account and issue you a full refund of your purchase price once it arrives back into our warehouse. All I will ask of you is to repack the unit in the original boxes to ensure it is not damaged in transit. Again, please contact me directly should you wish to proceed with this offer.

    I appreciate you offering me this forum.

    Respectfully,

    Brian Ford
    Living Direct, Inc.
    (866) 975-4846 x113
    bford@LivingDirect.com

    • Riyad Kalla May 21, 2010 at 5:36 pm #

      Brian,

      I appreciate the reply and the offer — we no longer have the original packing material after being told on the phone it would cost me *roughly* $180 (shipping and ‘restocking fee’, even when it was unopened) to return the unit, we just tossed the packing and decided to keep it. Otherwise I’d love to take you up on this — not because the unit is faulty, just because it’s a lot louder than I anticipated (we use it in our bedroom). I don’t think the loudness is a fault of the unit or LD though — I won’t be petty about that — it’s just the nature of this particular unit. As long as it cools, I can mostly look beyond the noise.

      I understand an appliance business likely has to establish pro-company policies to stay in business and avoid abusive customers destroying their bottom lines with invalid returns (overused items, items broken by customers, etc.), I just find them incredibly off-putting.

      Thank you for taking the time to followup Brian.

  2. Dave Malcolm July 14, 2010 at 8:54 pm #

    We had a similarly horrible experience with Edgestar and their associate company CompactAppliance (now called LivingDirect.com). They are peddling these faulty portable air conditioners aided by “Great” reviews which appears on their website. All I can say is, contact the BBB, call your credit card company and do a charge-back and basically let the world know about these shysters.

    • Riyad Kalla July 15, 2010 at 11:32 pm #

      Dave, would you mind sharing more info about your experience with them?

  3. Glen Parsons July 23, 2010 at 10:32 am #

    If you’re in Canada and purchase one of their units, your REALLY out of luck it seems..the phone #’s won’t work from here, and trying to find anyone to listen is almost impossible thru emails. I just contacted Brian, so we’ll see if that gets any better results, but so far Riyad, you’re bang on with their lack of customer support, again especially if you’re not in the USA :(

    • Riyad Kalla July 23, 2010 at 10:56 am #

      Glen Parsons,

      Did you buy one of the EdgeStar ACs from them? Are you trying to return it or change an order?

      Keep us posted on the development, every bit of information about this company counts… that being said, I hope Brian is able to help you.

  4. Glen Parsons July 23, 2010 at 11:00 am #

    Actually I purchased one of their portable FP430 fridge/freezers, but after only a month of use, I’ve developed major problems with it, and cannot get anywhere with obtaining service or warranty :( They all have GREAT reviews when working, but now I’m finding more posts like this one for when they’re not!!!!!!!!!!! I’ll keep you posted!!!!

  5. Brian Ford August 6, 2010 at 3:33 pm #

    Hello,

    Dave Malcolm – please contact me directly regarding the issue you may be having with an Edgestar unit. As with most blogs, it is impossible to properly assist anonymous customers as I am unable to access your account. I will be in the office Monday – Friday next week and have voice mail on my phone extension. You may of course email me as well.

    Glen Parsons – did you email or call me? I do not recall speaking with you but would be happy to do so and will be in the office Monday – Friday next week. I will be up front with you – we do not ship products outside of the contiguous United States as we are not able to properly offer warranty support to Canadian residents. If you have an Edgestar product within the stated “90 day labor” warranty period we will gladly email you a shipping label on our account but you will need to take it back across the border into the U.S. and ship it from a stateside FedEx facility.

    Once again – here is my direct contact information. Please leave me a voice mail if you call or email me directly: (866) 975-4846 x113 or bford@LivingDirect.com

    Thank you.

    • Riyad Kalla August 6, 2010 at 4:15 pm #

      Brian, I’d like to thank you — as one human being to another — for working to make things right with your customers.

  6. Glen Parsons August 7, 2010 at 7:40 pm #

    Brian, thanks for the reply :) I too appreciate your time and trouble to help your customers here in this blog!!

    Yes I did email you on July 23rd, but no reply. I did manage though with some help from my daughter living in the USA to get Edgestar to phone me at home here, and a VERY helpful Mike explained the Canada problems to me, but still provided me with warranty service if
    I use my daughters USA address (the unit was shipped to her originally), and have them ship me the parts needed, so I’m getting the fridge checked out shortly to determine the problems, and then will contact Mike again
    with the info. I’ll keep you and the others updated here as things go. Thanks again Brian!!!!!

  7. Glen Parsons September 23, 2010 at 8:09 pm #

    Sorry it took so long, but Micheal T came thru at Edgestar, and I’ve got my parts waiting for me in Missouri for pickup when I’m there next month. I LOVE this fridge, and that’s with it not even working properly right now, but once I’ve got it fixed, it should be as good as new.
    Thanks again Brian for your interest and involvement here, and Micheal T should be commended on his end :)

  8. Brian Ford September 24, 2010 at 6:17 am #

    Glen, I am happy to read that our service dept was able to properly assist you with the needed part. I appreciate the positive feedback related to Michael T. and will certainly share this with him.

    Brian Ford
    Living Direct, Inc.

  9. Jeremy T. October 6, 2010 at 2:59 pm #

    I got an Edgestar wine refrigerator that completely failed after the first day, the temperature in my house was close to 102F and I had several opened bottles that were obviously ruined as a result. I would like to know how to this matter will be addressed. I have read that Edgestar product are notoriously known to fail and have experienced it first hand.

    • Riyad Kalla October 6, 2010 at 3:48 pm #

      Jeremy,

      Did you buy this from LivingDirect? Brian, from customer service, posted above (here) with his contact information.

      I would recommend calling or emailing him directly to discuss a repair/replacement/return.

  10. Brian Ford October 6, 2010 at 4:41 pm #

    I am sorry to read that the wine cooler may not be functioning as designed. If the temp inside your house was 102F as stated in your post that may be contributing to the problem but we can’t be sure until you speak with one of our Edgestar service reps. Please give us a call (when you are with the unit) during business hours so we may troubleshoot the situation with you directly: (866) 319-5473, M-F, 8am to 5pm CST. Please keep all boxes and packaging related to your purchase in case we need to pick up and replace the unit for you. Please feel free to contact me directly if needed: (866) 975-4846 x113 or bford@LivingDirect.com. Thank you.

  11. Basement Dehumidifier November 12, 2010 at 6:25 pm #

    How do get rid of damp?

  12. ptriton98 July 6, 2011 at 12:34 am #

    I am glad that I came across this site since I was ready to plop down some dough to these folks at Living Direct. They have 3 or 4 websites that go back to the same server and show the exact same picture in the internet searches. With large items like appliances I think the internet just does not work well with all the shipping and handling issues. Costco just does too good a job at having good stuff with the ability to bring it back without hassles. Internet is good for the small stuff like electronics where the weight and the handling are not such as issue.
    PT

    • Riyad Kalla July 6, 2011 at 6:24 am #

      PT, while my EdgeStar AC is actually still running (fingers crossed) I couldn’t agree more. You have to consider the case when something goes wrong and that is where a retailer like Costco shines, especially with a big ticket item.

  13. Nancy July 8, 2011 at 7:52 pm #

    I am sOOOOOO disappointed !!!! I ordered a red “garage” refrigerator for my fiance” July 4th birthday. I knew it might be a day or two late considering the advertisement stated ” usually ships in 3-4 business days. I paid for it on June 24th it is not July 9th and I still don’t have it for his gift. Then I read that FED ex is to give me a ship date email which I just received today AFTER I called Livingdirect up and bitched about not hearing anything from them and writing them a scathing email demanding attention.
    I felt as if I was being ignored. Sergio told me it was going to “ship” direct and I should hear in a day or two that was July 5th when I called them to find out when to expect it.
    I called again July 7th and spoke to Michael and he said I should receive an email from Fed Ex —
    NOW I am to receive my unit JULY 13th –IF I don’t get it by the 13th of July and as furious as I am at the terrible lying advertisement I will add this to my face book of 4,880+ friends, Craigs List, Better Business Bureau and while I am at it –Angies list. I am so humiliated that my fiance’ did not receive his gift I could just croak. Isn’t it wonderful how one can feel when dealing with an unreputatable company. Just watch the unit probably isn’t going to work either after all this angst.

    • Riyad Kalla July 12, 2011 at 11:13 am #

      Nancy,

      That sounds like a goddamn nightmare. Thank you for taking the time to come here and add your experience so other people can find it.

      • Nancy July 13, 2011 at 2:17 pm #

        Well I did receive it…and quess what it has a dented corner which I will be supplying a photo of to Fed Ex it made the back left wheel very, very difficult to attach .the piece had to be “hammered” back into place to make it work.
        We will see how well it works…he was surprised…but it would have been nice to surprise him at his party with all his buddies around. (sigH)

        • Riyad Kalla July 16, 2011 at 7:14 am #

          Nancy, glad to hear you eventually got it and hope it works. I’ll keep my fingers crossed.

  14. Brian Ford July 12, 2011 at 7:14 am #

    Nancy,

    As you may have already surmised from previous posts on this blog, I am the Director of Customer Relations for Living Direct, Inc. which is the parent company for the website where you made your purchase. I am sorry to read that your purchase may have been delayed but unfortunately do not have sufficient information to access your account and review the matter on your behalf. Please feel free to email me directly so I may personally ensure that you receive the information and service that you deserve as a Living Direct customer. bford@LivingDirect.com

    Thank you.

  15. Brian Ford July 12, 2011 at 7:48 am #

    Open post to all current and future participants in this thread from the Director of Customer Relations of Living Direct, Inc. and Edgestar products:

    Hello,

    My name is Brian and I’ve been heading up the customer service division for Living Direct, Inc. (including Edgestar products) for over six years now. We have been fortunate to experience substantial growth over that time period which of course brings new challenges with it as we continue to expand. We do our best to ensure each of our customers has a great experience with our company as we completely understand that folks have nearly limitless choices these days related to where they choose to spend their money.

    As with any company, sometimes mistakes are made. Frequently, those mistakes are not immediately within our control (i.e. – FedEx damages or loses a package) but once we are advised that an issue has occurred we will step in and do whatever is possible to rectify the problem. Should any of you ever be negatively impacted by an issue related to a Living Direct web order please feel free to drop me an email and I will gladly step in and personally assist you.

    Blogs such as these are a great way to share information with others. I first posted to this blog over a year ago. My name and email address are now all over these postings. The one thing that surprises me the most during the past year is I do not recall anyone ever actually contacting me directly for assistance. If you feel the need to post a negative experience related to an interaction with our company please by all means do so. In addition, please take a moment to send me an email with your details so I may personally assist you as there are very few service related issues that I will be unable to assist you with once I know my help is needed.

    I see recent postings extolling the virtues of CostCo and other brick and mortar retailers. I completely agree that some items may be better suited to a local purchase versus online and I myself am a CostCo member. The one thing I can offer customers though that CostCo does not is personal assistance. If the service reps within my department are not able to assist you to your satisfaction please contact me directly and I will gladly review the situation on your behalf and reply back.

    Thank you for your time. bford@LivingDirect.com

    PS – Edgestar medical freezers are now present in the majority of the CostCo pharmacies across the United States now. In other words, CostCo is one of our customers!

  16. William July 28, 2011 at 4:24 pm #

    Are these Edgestar freezers FDA approved? Anyone? Maybe I’ll go to my local Costco and ask to see the FDA approval on the freezers they are using to keep my prescriptions.

    • Riyad Kalla July 29, 2011 at 4:13 pm #

      William, I cannot speak to the Edgestar appliances, but if you need a freezer with that specific of a certification, it might be much (safer?) to check it out in person at a place like Costco or Sams before purchasing it to make sure.

      Versus mail-ordering a freezer, finding out it ISN’T FDA approved and then you needing to pay hundreds to return it.

  17. Joie Silva March 1, 2012 at 9:18 am #

    DO NOT PURCHASE FROM LIVING DIRECT OR ANY EDGESTAR PRODUCTS! I purchased a portable dehumidifier, which turned out to be defective. I returned the unit and it was replaced by another non-working unit.
    Edgestar HELD MY MONEY HOSTAGE and forced me to return the unit ($75) AT MY EXPENSE in order to refund my money on the purchase of the dehumid. This is robbery and a SKAM. I did the legwork and read all the reviews and felt i was making a sound purchase. I was sorely mistaken. They STOLE $75 of my hard earned money just to jerk me around with 2 non-working pieces of equipment. When i didnt get any help from Edgestar, i contacted Living Direct and they only pointed me back in the direction of Edgestar. Living Direct offered absolutely no assistance in rectifying this situation even though i purchased through them “with confidence”. What a joke.
    DO NOT PURCHASE ANY EDGESTAR PRODUCTS AND DO NOT ORDER THROUGH LIVING DIRECT. They are thieves.

  18. Brian Ford March 1, 2012 at 11:01 am #

    Joie Silva – Thank you for contacting me directly when you posted to this blog. I have replied to your email and believe we will have little trouble rectifying your current troubles.

    Brian Ford
    Living Direct, Inc. / Edgestar
    bford@LivingDirect.com

    • Joie Silva March 1, 2012 at 11:08 am #

      Thank you for contacting me Brian. I just left you a voicemail that will explain my situation in more detail. I do hope you can help me to rectify this situation and i for the first time, i have confidence that the right thing will be done.

      I left you my direct phone number and I welcome you to call me.

      I appreciate your prompt response and willingness to help.

      Joie Silva

  19. Nick Saltamanikas April 13, 2012 at 7:17 am #

    I too have had a terrible experience. I ordered a thermoelectric wine cooler that is loud and beeps! Michael Taylor the customer service technician basically laughed at me, told me I was blowing things out of proportion and that I am looking into things too much. He REFUSED to give me anybody’s contact information. He told me that HE was the one empowered to make these decisions, even after I said that I wanted to complain about him, he refused. I did a live chat through livingdirect dot com and was given a wrong email address twice for a “floor manager” at edgestar. Thats when I came to this site. Hopefully Brian can assist me because this just isn’t fair. Order number P0194814.

  20. Nick Saltamanikas April 13, 2012 at 7:34 am #

    Anthony Stephens the manager, nice but no remedy. Apparently the unit should be noisy, even though it has NO compressor, only 2 silent fans. No return because it is “working”. In regards to the treatment I received, he said he was sorry. How does this help me? I am in service management and can guarantee this would never pass with us. He is going to “pull records” and “deal with it internally”. Whatever. On to Google to find more sites like this to voice my concerns.

  21. Brian Ford April 13, 2012 at 10:04 am #

    Mr. Saltamanikas,

    I am sorry to hear that you may have had a less than favorable experience with one of our Edgestar service reps. The floor manager you spoke with, Anthony, will work with this particular rep and utilize your feedback to help this agent improve his “soft skills” with future callers. Thank you for bringing this to our attention.

    I have met with Anthony and reviewed your account records so I am now aware of the wine cooler you purchased and the issue at hand. From all accounts, the unit is working as designed and cooling within the expected temp range. You are correct in stating the unit does not include a compressor but does include internal fans as a thermoelectric wine cooler of this size utilizes fans to distribute the cold air throughout the cooler to avoid any hot spots. It is quite possible that the fans may run the majority of the time depending on where you set the internal thermostat. This is by design and not unique to Edgestar models.

    Our service reps were able to hear your fans during the call but were unable to detect any noises out of the ordinary for your model. This, coupled with the fact the unit is cooling as designed, indicates to us the unit is not currently defective.

    I have found over the years that noise is a very subjective topic. One man’s quiet is another man’s loud. I am sorry that the unit’s noise level is not pleasing to your ears but that is the nature of the type of thermoelectric wine cooler you chose to purchase. Please know that should the unit develop any type of actual defect during the 90 day labor – 1 year parts warranty time frame Edgestar will gladly assist you.

    Respectfully,
    Brian Ford
    bford@LivingDirect.com

  22. Nick Saltamanikas April 13, 2012 at 10:46 am #

    NO SATISFACTION from Brian. Apparently I am supposed to live with the noise as “One mans loud is another mans quiet”. Off to the blogosphere to vent I go.

  23. Nick Saltamanikas April 13, 2012 at 10:49 am #

    Why would you not offer to swap out a unit making a customer very unhappy. I just opened it yesterday!!
    I If it working properly why since I have had it on for over 24 hours wont it stabilize and get warmer. It is on the lowest setting and yet it is sitting at 61 degrees. The video on your website, which might be you, states that it will go down to the 50′s. I am sure that this has something to do with the fan working overtime!

  24. Alex Webb August 1, 2012 at 5:45 pm #

    I too have experienced most of the issues noted here. Horrible product, worse post sale support with policies that are flexible to living direct / compact appliance benefit and put the consumer in a position to get screwed no matter what the situation.

    Brian, don’t bother with another patronizing email or comment here. I know what I have; a 500 dollar pile of trash designed to burn electricity,make noise and heat my house wrapped up in a package that appears to be a refrigerator.

    Off to the landfill I go… Lesson learned. I feel a little better venting and knowing karma is a beoch.

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  26. Mookie September 17, 2012 at 12:17 pm #

    Received the Edge Star Mini Keg as a 40th birthday gift from my wife. I found that after tapping a Heineken or Newcastle mini keg, the beer in the hose connecting the keg to the dispenser would start to solidify after just 2 days! Then, the “gunk” in the hose would come out into the beer pint, or it would be so solidified, I would have to take the hose off and flush it with white vinegar solution. Sometimes, I would have to push the gunk through to clear the line. The unit did not seem to be getting cold enough, even though I set the thermostat to 38 degrees.

    I called customer service to ask for a solution. The customer service rep (Michael) told me that he himself has the unit, that this is normal, and that he cleans his every 2 weeks. When I told him I was cleaning it every 2 days, he told me he was “skeptical” of my claim, but that this was still “normal” and that the hose is just like the water or ice maker in a refrigerator (which I have never had to flush out). I asked him to speak to a manager, and he told me flat-out “no” since he was the person who wrote the Owner’s Manual, so there was no need to speak to anyone else. So basically, I am left with a $300 Mini Kegerator that I cannot use.

    • Mookie September 18, 2012 at 7:45 am #

      A different customer service guy called me back, apologized for “Michael’s” behavior on the phone, and then proceeded to feed me the same story, that it is the beer’s fault that the tap hose gets gummed up inside, and that this happens with darker ales, even though I have been using Heinelen! He said I could ship back the unit at my own cost for them to look at, and if it was broken they would fix free of charge. But according to him it is not broken. Their own Owners Manual says to clean the tap after ever time a keg is used, and that the Heineken kegs are good up to 30 days, but he said I should drink it within a day or expect to clean the hose!

  27. Brian Ford September 18, 2012 at 3:14 pm #

    Mr. Delin,

    I am sorry to read the unit is experiencing some type of solidification issues within the dispensing lines. After several years and thousands of units sold, this is not a very common report with our brand or any other offering these counter top 5L mini-keg units. I arranged for the Edgestar service manager, Anthony, to contact you with a follow up call which you have noted in your blog postings. I have also spoken with Anthony to learn the details of your account.

    Our records indicate the unit was purchased in October of 2011. This would lead me to believe it may have had many mini-kegs run through it since that time. Over time, the lines will definitely begin to experience a build-up of residue which will require periodic cleaning as noted in your posting. At this juncture, it may require a more thorough line cleaning than a simple rinse through the currently connected setup. I am referring to removing the beer lines completely from the unit and soaking them in a cleaning solution for a longer period of time and then rinsing them completely to ensure all beer residue is removed. Again, I am suggesting this due to the age of the unit and the build-up that may occur over time. If you would like, I can arrange for Anthony to send you a new set of beer dispensing lines so you may test the unit with lines we know to be completely free of residue.

    As for Anthony’s offer to have you send the unit in for service, he was referring to the temp related issue you raised during your conversation. The unit only has one month of the parts section of your warranty remaining. Anthony was offering to also cover the labor on your unit to rectify any temp related issues as a courtesy since the labor section of your warranty expired after the initial 90 days. He was asking you to ship the unit back to the service facility in order to take advantage of this out of warranty labor offer. Normally, out of labor charges will run $50 to $75.00 dollars. I would recommend you try testing the temp inside the unit before making a decision on sending it in for service. If you have an old mercury based thermometer I would suggest submerging the temp end of the thermometer inside a glass of water and placing the glass inside the unit overnight with the temp set to its lowest setting to achieve an accurate reading.

    Again, if you would like to receive a new set of beer lines I will arrange for Edgestar to send those out free of charge. If the unit is truly experiencing a temp related issue I would encourage you to accept Edgestar’s offer since they will waive the labor fee for a unit that is no longer covered by the labor portion of the manufacturer’s warranty if you ship the unit to them for service. Please feel free to contact me again with any further questions or concerns.

    Respectfully,

    Brian Ford
    Living Direct, Inc.
    Director of Customer Relations
    bford@LivingDirect.com

  28. Mike Delin September 19, 2012 at 5:42 am #

    Brian:

    Thanks for the response.

    You say this is not a common report, but both Anthony and Michael told me that this is normal. Michael told me that I should expect to clean the lines every 1-2 days, and Anthony told me not only should I clean the lines every 1-2 days, but that I should finish a freshly tapped 5L keg in 1-2 days. Who is correct, you or them?

    I spoke to a few friends that have similar products, and they only flush their lines every 2-3 kegs (about once a month) and they have never experienced this issue.

    As far as usage goes, I have only been using the unit since June, when we moved into our new homes. I have run maybe 4 or 5 kegs through it in that time. All have experienced the same issue.

    I did check the temperature as you suggested and it seems to be fine.

    Please send me the replacement beer lines and I will give them a try.

  29. Mike Delin October 12, 2012 at 9:31 am #

    So, Brian Ford and EdgeStar sent me a replacement hose for my mini kegerator. After three days of use, the Heineken solidified in the hose as before. Garbage product. DO NOT BUY!

  30. Ronald J L February 4, 2013 at 1:40 pm #

    Yeah, my wine refrigerator stopped cooling after 6 months of normal use. Looks like EdgeStar is a low cost low quality type product. All the “helpful” responses arent going to fix that. Try producing a better product!

  31. Brian Ford February 4, 2013 at 2:03 pm #

    Ronald J L, sorry to read the cooler is not functioning as designed. Depending on what is creating the issue there may be an easy fix to the problem and if you’ve had the unit less than one year it would still be covered under the parts section of the warranty. Edgestar has recently produced several “how to” videos and published them on their website that will walk you through basic parts replacements. Again, it depends on exactly what is causing the issue but it would be worth exploring if you have not done so already.

    Edgestar service contact: (866) 319-5473, M-F, 8am – 5pm CST. (please have the units serial number with you when you phone them)

    I can also set up a service phone call for you during business hours if you wish. Please send me your order and contact information if you wish to pursue this option.
    My email: bford@livingdirect.com

    Respectfully,
    Brian Ford
    Living Direct, Inc.

  32. Joe H March 6, 2013 at 7:29 am #

    Let me add my bad experience with Edgstar. My wife purchased a mini kegerator for my birthday. Upon opening it, I find it’s missing most of the tubing and parts to make it work.
    I contacted customer service (Michael Taylor) and he responded to forward a list of the parts missing as well as the model and serial number and where it was purchased from.
    I sent the info. Michael contacts me to tell me that the dealer was not an authorized Edgestar dealer ( Like my wife would know this ) and the parts would have to be purchased. Who knows where the electronics store gets his inventory from? I tried to contact the store an they are out of business. When I explained this in a follow up message and asked for any considerations since this is an edgestar product purchased new, I was told curtly. “At this point, you have the part numbers and the pricing. Call to order.

    If Brian Ford happens to read this, I would appreciate your help. We are just consumers and my wife’s thoughtful gift of your product has now become a sad chapter and an embarrasment to us.

  33. Brian Ford March 6, 2013 at 9:39 am #

    Hello,

    Please email me your order information so I may review your account and see if any other options are possible.

    My email: bford@livingdirect.com

    Respectfully,
    Brian Ford
    Living Direct, Inc.

  34. Jerry April 4, 2013 at 2:38 pm #

    Hi, I’m just beginning to pursue a complaint over a defective Edge Star compact air conditioner. Do you know if it is possible to confirm ‘the manufacture date’ of the unit through the serial number? Any help will be greatly appreciated.

    Thanks,
    Jerry

  35. Gus O. Davis May 10, 2013 at 2:34 am #

    Okay so I read this whole blog from beginning to end and then I ordered the EdgeStar AP 120001S from compactappliance.com. I was nervous of course because of all the negative reviews for compactappliance.com and the products they sell expressed here in this blog site.
    The EdgeStar AP 120001S had all the spec’s I was looking for and the price was lower than other PAC’s with the same spec’s so I ordered it.
    I must admit I was afraid I was going to either not receive it or receive a defective unit because of all the negative reports here in this blog.
    CompactAppliance never sent me any email’s regarding “order shipped” like most online retailers do. You have to check “order status” and the FedEx tracking number is listed there. Click that number or copy it and paste it on the FedEx Tracking website.
    I ordered my portable air conditioner on Friday the 3rd and I received it on Thursday the 9th. This is a very acceptable time frame. FedEx is one of the most responsible carriers on the planet and my appliance was delivered to my door by a capable and adept young man wearing the FedEx uniform.
    I cut the bands and removed the contents carefully.
    Assembly is a no brainer. First, clean the unit by vacuuming the packing dust off it then wipe it down with a very slightly damp and clean face cloth.
    The window venting kit is well made and easy to assemble. Gorilla Tape is perfect for sealing the seams around the edges.
    Before you turn on the unit you want to close all windows and check that all air leaks are sealed as much as reasonably possible.
    I plugged it in, turned it on and set the thermostat at 73 degrees.
    Wow.
    Powerful unit.
    No complaints here.
    Several hours later: no complaints here.
    Several more hours later: no complaints here.
    This unit is not offensively loud, it has a very powerful but soothing sound cycling on and off. You should be consciencious and set the thermostat at the highest temp that can acheive your desired comfort temperature.
    I reset the thermostat to 74 degrees.
    This PAC is purring like a kitten. It is cycling on and off gracefully and powerfully.
    My house is cool and dry thanks to the EdgeStar AP 120001S.
    This is a world class portable air conditioner.
    I’m using it as a semi permanent appliance and it is exceeding all expectations.
    Thumbs up, five stars.

  36. Gus O. Davis May 11, 2013 at 9:01 pm #

    I have had this air conditioner running for two days now. This is a fine appliance for general cooling. It does blow ice cold air at a powerful rate. It creates a negative air pressure state in the room it’s in. Experimenting with open or closed windows, vents and doors will reveal the negative pressure effects. Watching TV at night with this portable air conditioner nearby and running will show it’s local negative pressure. The more airtight your area is the more pressure on the condenser when it kicks on and the noisier it will be. Open a window slightly and the condenser noise will be reduced significantly but now you are cooling the outdoors to some degree. Or better stated, you’re blowing cold air out the window. This is a trade off you must decide on regarding noise. These kind of units are not very efficient anyway so I choose to crack the window open a little, have a quieter compressor and breath some fresh night air. I am in the Pacific Northwest United States where the air is clear. If you are in the southeastern or eastern United States during the summer, the raw humidity will kill you so keep the windows closed to seal the insane humidity out.
    This unit is keeping my living, sleeping area cool and dry.
    I am very happy with compactappliance and this EdgeStar PAC (EdgeStar AP 120001S).

    • Amy June 9, 2013 at 5:26 am #

      Hi Gus,

      We just bought one nad set it up yesterday. Neither very hot nor humid…but it kicked off last night and the water indicator light was on. Have you experienced that? When we drained it, barely a cup of water came out.

      • Gus Oliver Davis June 25, 2013 at 6:56 pm #

        No. The unit I have has never accumulated any water in the overflow pan. I roll it into the bathroom and lift it into the shower then unscrew the cap and pull the rubber plug, never a drop has come out.
        I’ve had this unit going on two months now and it is rock solid dependable. No problems at all with it.
        There are many factors that would cause yours to accumulate water in the pan including correct set up and weather conditions. I’m not an air conditioner tech and could not diagnose your unit online.

  37. Ron S. May 24, 2013 at 7:57 am #

    My complaint is with Living Direct.

    I bought a Dimplex CBQ-120-ele barbeque stand from them 8 days ago.

    I chose them specifically because their website said it would ship in 1-2 days.

    Having not gotten any email from them all week, and the holiday weekend upon me, I logged into the site to check my order status for a tracking number. 8 days later, the status is “preparing to ship”.

    I will never use this company again. I buy almost everything online – easily $10,000 a year, and companies don’t get second chances with me unless they buy their second chance, and I’m not going to give them the opportunity. I could have used Amazon, who gets most of my business, but their shipping estimate was 2-3 weeks. At least they tell the truth.

  38. Batiatus June 10, 2013 at 2:17 pm #

    We just received our replacement Koldfront air conditioner after 4 weeks of wrangling with their customer service and this one has the same faulty fan as the first. it will start making a loud knocking noise after running for more than 4 hours. Something is very wrong with these products and this company. I am surprised there is no recall on this item. Are they simply waiting for one to catch fire before some action is taken?!

  39. Brian Ford June 10, 2013 at 3:31 pm #

    Hello,

    I am sorry to read your replacement unit is not functioning as designed. Please make certain to contact Edgestar / Koldfront service directly with this report so they may properly assist you if you have not done so already. (866) 319-5473, M-F, 8am to 5pm CST. I am happy to report that in our decade of manufacturing we have not been subject to a product recall or had a product start any unexpected fires!

    Respectfully,
    Brian Ford
    Living Direct, Inc./ Edgestar Products
    bford@livingdirect.com

  40. antonio bolanos July 8, 2013 at 8:44 pm #

    I would like to share my experience with this company compact appliance on July 2th I brought on line a portable ac ap12000s but i received the ap 12001s that is 75 dollar cheaper on amazon. I called customer service and they say that i made i mistake and i order the ap 12001s and they say the the one i got is better that the one I ordered this is ridiculous.
    I think tha i am not alone on this problem so please if there is more people with the same problem please e-mail me this is mine e-mail sanpablo28@att.net.

  41. Brian Ford July 9, 2013 at 8:58 am #

    Hello,

    I have reviewed your account records and would like to try and clear this confusion up for you. You placed an order for a AP12001S through the CompactAppliance.com on 7/2/13. I am sorry if you believed you were purchasing a different unit but our records clearly show you selected the model that you received. You also received a confirmation email that same day indicating the model number you would be receiving. I have forwarded you a copy of that confirmation email to this same email address. Please note that it clearly indicates the model number you selected when you placed your order.

    As for Amazon, the total price for that unit is in fact $399 as of today. It would appear you are not factoring in the shipping charge that would be applied to your purchase if you were to go through Amazon. Please revisit the Amazon listing to confirm the information I have just provided.

    After careful review, I can find no evidence you were sent an incorrect model. Should you have any further questions or concerns please feel free to email me directly: bford@LivingDirect.com – Thank you.

  42. Jay July 9, 2013 at 1:35 pm #

    Oh, dear! wished I had searched online before I placed my order with compactappliance.com. I just placed my order last night. I am very nervous now.

  43. Mike July 12, 2013 at 5:31 am #

    I would like to share an experiance as well. I ordered an EdgeStar Energy Star 30 pint Dehumidifier with guaranteed same day shipping. These was 2 days ago. I checked my status online because I still haven’t received a tracking number or anything and I find out it it backordered. I tried calling and emailling their customer service to find out the customer service email they gave me is wrong and the phone number always plays the same recording saying I am calling outside their normal business hours of 9-5 CST or 8-5 whatever it is. I am in EST and have tried calling several times between 3 and 5 and received the same message. This is the worst experiance I have ever had. I would definately not reccommend this company.

  44. Brian Ford July 12, 2013 at 7:52 am #

    Mike,

    Please check your email as I have responded to you personally and believe I have a suitable solution to this back order issue.

    Thank you,
    Brian Ford
    Living Direct / Edgestar
    bford@LivingDirect.com

  45. Annie July 16, 2013 at 7:35 am #

    I recently bought an air conditioning unit from Compact Appliances/Living Direct. After receiving the unit, I realized it does not work for my apartment and need to return it. On the website it states that Living Direct is a company that values “Commitment to do the right thing.”

    After calling customer service to explain the situation I was told I have to pay $130 (15% of the purchase price plus the amount to ship the unit back) to return the unit and that was my only option. I was completely offended by the response from the customer service rep. They were rude and asserted the company would go bankrupt if I was allowed to break the “rules” and return the item. He told me I could buy another item from the website and he could give me a discount on my next purchase. Why would he be able to give me a discount on a new item but not fully refund my purchase?? I was not treated with respect nor did it appear my business was appreciated. I would expect a lot more from a company that is committed to doing the right thing.

    When I asked to speak to his supervisor, he told me “I am all you’re going to talk to here, there’s no other person that will speak to you.” He then said he was tired of discussing solutions and hung up on me! I have never been so outraged as a customer. After contacting Brian Ford, he stated his customer service rep went “above and beyond” and said there was nothing additional he could do for me.

    I am completely shocked and upset with my customer service experience and how I was mistreated. I completely regret my decision to purchase an appliance from this company and would strongly encourage everyone to take their business elsewhere.

  46. Brian Ford July 16, 2013 at 9:44 am #

    Annie,

    You and I have already communicated on this particular issue so this is more of a public response to your posting. As you state in your posting – “After receiving the unit, I realized it does not work for my apartment and need to return it.” This is an important point. The unit is not defective, it simply does not meet your needs. This would be considered a text book “buyer’s remorse” return. As with all of our return polices, the parameters involved with a buyer’s remorse return are clearly listed on our website so all customers may make an informed decision before submitting an order. When a customer changes their mind about a purchase we ask that they cover the shipping related expenses of the return. This includes shipping costs back to our warehouse and a 15% shipping recovery fee to recoup the “free shipping” we gave you initially as we have already paid that cost to the carrier and cannot recoup it. In your case, the recovery fee would amount to $72.00 + whatever shipping cost you negotiate with the local carrier of your choice. Keep in mind, we are referring to a 70 lb. item shipping across multiple states so shipping costs will not be minimal.

    Our service manager, Rudy, offered to waive our $72 shipping recovery should you choose to make a new purchase of equal or greater value. In essence, we will subsidize the loss of the original shipping charge with our carrier with the new purchase so you will only be required to pay the shipping cost back to our warehouse. This offer is not listed within our policies and is indeed “above and beyond.” In addition to finding ways to reduce your return costs, we were hoping to set you up with a new unit that may better fit your individual needs. Unfortunately, you had already purchased another unit from another retailer and were not interested in pursuing this option.

    We do our best to provide our customers with all information necessary on the products we offer so they may make an informed decision before submitting an order. In addition, we have a fully staffed, U.S. based call center available to answer any additional questions (Monday through Friday 8am to 5pm CST) should our websites fail to offer you all the information you require. At the end of the day, we want our customers to receive the correct item for their individual needs and be happy with their purchase. As an online only retailer, with no brick and mortar presence, a shipping carrier will be involved with any transaction that occurs with our customer base which will equate to shipping related expenses. If you have researched a purchase as fully as you can, and are still unsure if it will fully meet your needs, you should take a moment and review the return policies of the retailer you are considering. If you want the option of returning an item with zero shipping related expenses you may be better served purchasing that item locally through a traditional brick and mortar store.

    It is unfortunate that our policies were not in line with Annie’s expectations once she determined the unit would not fit her needs but I wanted to utilize this opportunity of a public response to encourage anyone reading this blog to empower yourself with knowledge before making an online purchase. Take that extra moment to review the retailer’s return policies and consider how they fit with your individual expectations. We include a link at the bottom of each page of our website entitled “Returns” so our customers may easily access that portion of our site. The time to decide if a return policy fits your needs is before you submit your order as a chain of shipping events are set into motion once an order is loaded onto a shipping trailer that will involve expenses to all parties. Again, I am only referring to buyer’s remorse related returns.

    Thank you
    Brian Ford
    Living Direct, Inc.
    bford@LivingDirect.com

    • Annie July 30, 2013 at 5:24 pm #

      Hi Brian,
      Sorry it’s taken me so long to reply. The short version of this story is I bought an air conditioner from your company and when I tried it in my apartment it didn’t cool it down. It was the same BTUs as my old unit so whether it’s the product or what you call “buyer’s remorse” it didn’t work for my apartment and I needed to return it.

      Bottom line: it cost me $130 to return this item. I wouldn’t be surprised if after you receive it back in the mail, you try to take more money saying I “used” the item. I will fight this again if I see there is more than 15% not refunded.

      This is why I recommend to everyone, DO NOT BUY FROM THIS COMPANY! There are other competitors out there who will take back your new item in case it doesn’t work for a full refund within 30 or 60 days.

      You will not see my business again and I will hopefully pursue other customers to not support your company either.

  47. Dan July 21, 2013 at 6:43 pm #

    Thanks Brian Ford from LivingDirect for that “we’re doing you a favor” attitude, I’m sure I won’t be shopping at your dinky little site.

  48. Joe July 22, 2013 at 8:47 am #

    I’ve had a portable AC/Heater 1200 btu unit bought from Compact Appliance since ’07; it has and still works great. Compact Appliance’s service was excellent. If the definition of good service requires only the solution that you seek then perhaps you and Compact Appliance/LivingDirect would be better served if you took your marbles to play in another company’s backyard.

  49. Amy July 22, 2013 at 2:08 pm #

    I have to say, I purchased an Edgestar portable a/c unit a few months ago…at first was concerned because after the first day, in the evening the unit shut off because the “water”indicator was lit. It was not yet very hot or humid, so we were worried that the unit would not function wel during the hot NYC summer months. But with one temperature adjustment, the unit has been running (and cooling) very well, and we have not yet had to empty water from it again. It is an attractive unfit (much nicer than our old Delonghi) and not too noisy, and cools very well. The price of this unit was extremely competitive, and we are, so far, happy with its performance. In fact, we are probably going to but a second to replace another Delonghi that is on it’s last legs.

  50. Luciano July 30, 2013 at 12:43 pm #

    haha. how contrived are the above 2 postings. Especially the one that had a unit bought since 2007 and was so moved to make this comment after 6 years.

    Nice try Edgestar.

  51. Highland Rock August 6, 2013 at 4:12 pm #

    I ordered two AC at bargain basement price, free delivery too, from Compact Appliance. But nothing delivered, no tracking number. Nothing. Contacted their very polite service agents several times via emails & phone calls in a span of several weeks but cannot get any answer on the order.

    So I contacted Discover & tried to get my money back. They told Discover that I refused delivery and charged me $192 restocking fee. They even provided Discover shipping detail to prove that I refuse delivery. Beware of this company. They are running scam. They make their $$$$ by restocking fee.

    I wish I know about this site before placing the order.

  52. Brian Ford August 6, 2013 at 5:13 pm #

    Highland Rock -

    I am sorry that you feel you were cheated and would gladly look into this matter further but you have not offered me the means to do so. Having said that, it would appear that you have already gone through the charge back process with your credit card company and the discovery process has already taken place so I’m not sure I would have much else to offer you at this juncture. Believe it or not, most of the time a card company will side with their customer unless presented with compelling proof by the retail merchant. It would appear that Discover saw enough evidence to believe that we attempted to deliver to your location in good faith and either you, or someone at your location, refused the delivery back to us.

    Refused deliveries create shipping expenses. In this case, round trip shipping expenses. I am not aware of any online merchant dealing with larger items such as AC units that will not recoup some of that expense when orders are refused back to them. This is not unique to our company.

    We have been successfully in business for over 13+ years now and I urge anyone considering a purchase from our company to check our Better Business Rating as well as our public ratings on BizRate.com. You will quickly see a pattern of a very established and reputable retailer.

    Something happened with your delivery that was out of the ordinary. You have provided me with no way to view your order and respond in a detailed manner. Your claim of our company running a scam and making a profit from shipping recovery fees for refused orders is simply not true and completely unfounded. If you wish to pursue this matter further you may contact me directly: bford@livingdirect.com

    Thank you,
    Brian Ford
    Living Direct, Inc.

  53. Rick August 13, 2013 at 4:48 am #

    So, this place has great prices on many products. I’m doing a major remodel of my kitchen. I ordered a wine/beer refrigerator, but it was my fault I didn’t pay attention–the one I ordered was not meant to be built in. I went to return it, which they were happy to oblige so long as I paid for the return shipping (another note on returns will follow this paragraph). I said okay, took it to FedEx and discovered it would cost me $165 to mail it back. I only paid $300 for the refrigerator, so I decided just to keep it and put it in my office.

    A NOTE ABOUT RETURNS: I got free shipping from them–which was very nice; however, with the return, they initially said that I had to reimburse them for the original shipping price, too. I couldn’t believe my ears–I didn’t find and can’t find any notice of this policy on their site. Fortunately, it didn’t come to that because they waived that requirement as I bought another fridge that should be built in.

    So, 2nd fridge–very nice one–usually about $1200, I got for $799 with free shipping. It arrived quickly. I put it in the garage and waited till we needed it during the remodel. The company has a 60 day no hassle return policy, so when I opened the box I discovered that the entire back of the fridge and support for the motor has been bent–clearly from the shipper dropping it on the back edge.

    I called the company to ask to return it because of damage, but they told me I couldn’t–the return policy for damage was 48 hours after delivery! They said on the phone that their site made this very clear. When I went looking for it, the site does say it, but there is NO WAY a customer would know to look for that policy about damage, especially since splashed everywhere is their “satisfaction guaranteed.”

    So, I’m stuck with this dented fridge. Fortunately, it works and the damaged part will be with the built in section of the new kitchen, so it won’t look horrible.

    Great products, great prices, great FREE delivery, but numerous caveats. Buyer beware.

  54. Brian Ford August 13, 2013 at 8:33 am #

    Rick,

    Sorry to read that you discovered the shipping damage past our stated reporting window. Sometimes we can find a replacement piece such as a door or front vent that will enable you to replace the damaged portion of the unit. Please contact our service department again if you would like to discuss that possibility. Not all pieces of a unit may be easily replaced but many can.

    We do our best to display our return polices to potential customers so they may make an informed decision before submitting an order. Scroll down to the bottom of almost any page on our websites and you will see a link entitled “Returns.” This link will take you directly to our policies page where each policy is clearly detailed. Believe it or not, we offer some of the most liberal return policies in our particular industry for an e-commerce retailer of larger products. I am the individual responsible for ensuring the polices that we present to our customers are clearly displayed and explained and I encourage anyone with a question to contact me directly.

    Thank you,
    Brian Ford
    Living Direct, Inc.
    bford@LivingDirect.com

  55. StantheMan September 3, 2013 at 11:40 am #

    So my Koldfont wine fridge has stopped cooling after 13 months.

    how do I get a return label and refund?

  56. Brian Ford September 3, 2013 at 1:08 pm #

    I would suggest contacting the Edgestar/Koldfront service department directly to discuss your current options: (866) 319-5473, M-F, 8am to 5pm CST. Please have the unit with you when you contact them so they may properly assist you. You may also chat with a live Edgestar tech during those same business hours by selecting the chat option located on the homepage of their website: http://www.Edgestar.com

    As you may already know, you are past the one year parts section of the warranty so you will most likely be discussing replacement part options with them. Thankfully, many of the parts on those units are easily replaced and Edgestar offers instructional videos to help customers who are out of the warranty period and would like to attempt part replacement.

    If you purchased an extended warranty plan with your original order, please contact the company listed on your extended policy as they would now be the correct warranty party to assist you.

    Thank you,
    Brian Ford
    Living Direct, Inc.
    bford@LivingDirect.com

  57. DuneBug September 10, 2013 at 10:29 pm #

    Hello- My Edgester portable air conditioner is leaking water and blowing warm air. It’s only 2 weeks old.

    Where is the nearest service center to 08054???

    Help please. This is a disaster.

  58. Brian Ford September 11, 2013 at 7:34 am #

    DuneBug – please read my posting directly above yours as it contains information on how to properly initiate warranty service. (i.e. – our phone number, hours and chat option)

    Thank you,
    Brian Ford
    Living Direct, Inc.
    bford@LivingDirect.com

  59. Gus O Davis September 18, 2013 at 9:18 pm #

    I purchased my EdgeStar AP 120001S the 1st week of May and it has performed well all summer. We have a severe storm bringing rain and much cooler temps arriving in a few days, I suspect that is the end of our warm to hot temps till next May or June.
    I will clean the unit, clean the filters, remove the window vent kit and put a plastic bag over it and stow it away till next season.
    I suspect this appliance will last many warm seasons to come.
    Now I am looking for a de humidifier for the winter months that will perform well.
    Cheers.

  60. AlexSachs September 19, 2013 at 1:17 pm #

    There’s a burning smell coming from my Edgestar dehumidifer. Anyone experienced the same thing?

  61. Andrew Thomas December 5, 2013 at 1:40 pm #

    I wish I would have read this before I purchased a wine refrigerator from Compact Applicance…

    This is a separate issue, but goes to show how terrible these websites are:

    Due to the way LivingDirect and its companion sites processes orders, they double charge you for everything you buy. First, they bill your credit card or debit card with the full amount of the purchase on the day of the purchase. Then, they hit you with a provisional charge for the same amount a couple days later. This provisional charge does not drop off of your credit or debit card for 3-5 days. This effectively ties up twice the amount that their customer spent without any notice that they will be doing so. (Might not be a huge problem for some, but its wrong and could hurt some, especially during the holidays when money is tight for many).

    After I called to inquire about the practice, they said it was perfectly legal – as an attorney, I sincerely doubt that. While the charge will eventually drop off, this company does not have the right to tie up twice the purchase price of a product because of their strange internal accounting practices. What if Wal-Mart or Pottery Barn asked to keep twice the amount of the purchase price for every transaction? Yeah, wouldn’t happen. What’s worse, this company doesn’t even apologize for their terrible customer service practices..

    When I asked for the legal basis for LivingDirect to (a) store my CC information and (b) apply a second charge that I did not authorize, the customer service rep arrogantly replied “yeah, I have no explanation for that.”

    When I asked what would have happened if I only had enough money in my account to cover the ACTUAL purchase I made, the “customer service” rep told me that my account would have been overdrawn.

    When I asked if LivingDirect was ready to reimburse me in the event that happened, the “customer service” rep arrogantly replied, “yeah… we wouldn’t be doing that.”

    This website is a joke. Their so-called customer service reps are useless and arrogant.

    I wouldn’t be surprised to see a class action lawsuit coming down the pipes over their questionable practices.

    Take your business elsewhere.

  62. Brian Ford December 5, 2013 at 2:33 pm #

    Mr. Thomas,

    I am sorry if our authorization process surprised you but it is no different than the majority of online retailers currently operating within the United States and certainly not unique to our company. Here is exactly how our process works:

    When you submit an order our system authorizes your credit or debit card for the full amount of the order. Again, this is an authorization and not an actual charge. We do not actually take the funds until an order goes into shipped status. This is called a settlement by the card companies. How long the initial authorization hold remains on a customer’s account varies and is dictated completely by the financial institution that issues the card.

    Here is the opening paragraph from Wikipedia related to credit card authorizations that may help better illustrate the process I am referring to:

    “Authorization hold (also card authorization, preauthorization, or preauth) is the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold “falls off.” In the case of debit cards, authorization holds can fall off the account (thus rendering the balance available again) anywhere from 1–5 days after the transaction date depending on the bank’s policy; in the case of credit cards, holds may last as long as 30 days, depending on the issuing bank.”

    I have personally been in meetings with agents of Paymentech (who is currently one of the largest card processing companies in the world) and they assured me that our process is very much the industry standard especially for merchants who accept credit card payments online versus point of purchase card swipes.

    As you may recall from your conversation with our service agent, he did offer to fax over to your bank any information they may require to drop the initial authorization ahead of the schedule they dictate. Once we ship an order and settle the charge we have no need for the authorization to remain in place. Unfortunately, banks do not allow merchants the ability to determine when the authorization hold drops off as they control that process.

    Again, I’m sorry if this fairly straightforward and standard process caught you off guard but I would urge you to research a topic in greater detail before choosing to post misinformation on a public forum. We have been successfully in business since 1999 and utilizing this standard authorization process the entire time without any issues. Please feel free to contact me directly with any further questions or concerns.

    Respectfully,
    Brian Ford
    Living Direct, Inc.
    bford@LivingDirect.com

    • Andrew Thomas December 5, 2013 at 3:16 pm #

      Brian,

      So, you’re telling me its normal for on-line retailers to tie up double the cost of their customer’s purchase? I don’t buy it and neither does anyone else.

      I appreciate the fact that you respond, but your response is a complete misrepresentation of what constitutes the norm in payment processing. Moreover, because you use Paymentech, which is a Chase entity used by many on-line retailers, it is safe to presume that this is a problem internally with LivingDirect. Also, your tone and sarcastic comment about “the standard and straightforward process” is further evidence of the arrogance that your customer service staff exhibits over the phone. Oh, and citing wikipedia as an authority on anything is laughable.

      I stand by my recommendation that people avoid the hassle of dealing with your website. The fact this article was written and the fact that so many people have had similar circumstances is warning of what they can expect.

      Happy holidays!!!!!

      Andrew

  63. Brian Ford December 5, 2013 at 4:25 pm #

    Mr. Thomas,

    I am sorry if the information I provided was not sufficient to allay your concerns. The information I provided regarding the authorization process, and detailed in my posting, was given to me directly by multiple Paymentech account managers on more than one occasion. The paragraph from Wikipedia explained exactly what needed to be stated in my posting and saved me a great deal of typing which is why I included it.

    For any potential customers considering a purchase from the Living Direct network, please know that your purchase amount will be authorized in full at the time of purchase. When your order ships out we will then receive the actual funds for the same amount. How long the initial authorization remains on your account is completely dictated by your bank and varies depending on the institution. We do not control the lifespan of the authorization.

    As always, I am available should anyone have questions or concerns about placing an order with our company and would be happy to personally walk any customer through the process if needed.

    Respectfully,
    Brian Ford
    Living Direct, Inc.
    bford@LivingDirect.com

  64. CamdenHeights January 1, 2014 at 12:23 am #

    Hey Andrew- Just file a complaint with your State’s Attorney. I am in the process of doing so in NJ. I’ve had the same exact nightmare of an experience.

    Don’t bother with reps from the company trying to spin the issue and do damage control. They only appear when they get worried. Their responses are fairly comical.

    There’s enough info out there to realize that no one should be doing business with them.

  65. Kimberly February 11, 2014 at 3:01 pm #

    Beware! If you are from Canada, do not order the Koldfront portable ice maker product. It stopped working after 7 months. I tried to call the 1-866 # for warranty and it doesn’t work in Canada. I emailed them and did get a response that I could send it back at my expense both ways to a repair place in the states and they would replace the parts but not labour. I would need to have an address in the US and have to drive to the US to do this. So now I have a useless piece of expensive plastic on my countertop!

    Do not buy any of their products if you live in Canada!

  66. Kanoa February 15, 2014 at 4:27 pm #

    Well I just purchased a Frigidaire 8,000 BTU window unit and have to admit it is a little unnerving reading all of this! So I will post once it arrives. One thing I did notice though was that they aren’t using fedex, but “Lone Star Overnight Tracking”. It is supposed to be here by Tuesday. So I am hoping it does.

    I do however have another concern though, because I seen another charge from living direct for an additional $29.99 from “LIVING DIRECT CHK CARD PUR AUSTIN TX 075085″. So what is this about? I tried to call but the person who answered said she had no idea , but she took so long to answer my question, that by the time I called back they were already closed. So now I have to wait until monday to call again. As far as a double charge nothing as of yet, but the $29.99 charge to my bank account is a questionable one seeing as that was one of the places listed on the route of the “”Lone Star Overnight Tracking”" company. I will however update as soon as I get my product from them.

  67. Kanoa February 19, 2014 at 3:24 am #

    Ok So I received the Frigidaire 8,000 BTU window Cold/heat unit on Monday. I got everything hooked up and as soon as I turn it on it blows a fuse! So I had to relocate it! Once I did though I had to press the test button a few times to get it too work. Once I did it finally started working. Now when I first opened the shipping box the actual factory box said “Not to be used as a main heating source”, what? Umm I bought this so it could be used as both a heating and cooling for my living room and Kitchen which are 300ft!

    Well after turning it on it was hot that day so we turned on the cold air, now it is cool air coming out, NOT cold! It feels like a really high powered fan. Not refrigerated air, but it will have to do I guess as I am blind and cannot just drive it anywhere. So later on that night it started getting cold outside, so I turned the heat. Well low and behold same problem it is lukewarm! Not hot or cold. So the product is what it is, though I thought it was an actual frigidaire, but my friend said it didn’t look like the way the name was on his.

    Not too happy with this product but I would give it 2 starts because 1 it works as far as turns on and two it does a half ass job. I just hope when this summer comes I am not burning up in here like I did last year!

    For refernce this is the one I bought: http://www.livingdirect.com/Frigidaire-8000-BTU-Heat-Cool-Window-AC-FRA08PZU1/FRA08PZU1,default,pd.html

  68. Brian Ford February 19, 2014 at 9:50 am #

    Kanoa,

    I am happy to read your purchase arrived safely and as expected. It can be challenging to match up the exact AC unit for your space. One thing to keep in mind related to the square footage ratings utilized by AC manufacturers, they are referring to “enclosed square footage” and are most certainly testing the units in very controlled and insulated test rooms. Real life experience may vary which is why our product experts know the questions to ask callers to help them dial in the best unit possible.

    Another thing to keep in mind about the unit you purchased, the cooling BTU rating is 8,000 and the heating portion is rated at a much lower 3,500 BTU. This may be why Frigidaire chose to include the phrase related to “main heating source.” Basically, the unit will cool much more area than it will be able to heat with those two ratings. It has been my experience that wall/window units that can truly heat the same area that they can cool tend to run on 220V and not a standard 110V outlet.

    If you have the window/wall space and budget, you may want to consider stepping up a bit in power if you are already not pleased with the performance of the current unit. Our product experts are very skilled at assisting customers with this challenge should you wish to call upon their expertise. Please retain all original packaging related to your unit and give us a call if you’d like to discuss this possibility in greater detail. (866) 975-4846 – option 2, M-F, 8am to 5pm CST.

    Brian Ford
    Living Direct, Inc.

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