785 Sumneytown Pike
Lansdale, PA 19446
Appliance Installation, Appliance Retailer
Abington, Arcola, Audubon, Blue Bell, Brittany Farms-Highlands, Chalfont, Collegeville, Dresher, Dublin, Evansburg, Flourtown, Fountainville, Green Lane, Gwynedd Valley, Hatboro, Horsham, King Of Prussia, Lansdale, Montgomeryville, New Britain, Oaks, Perkasie, Plymouth Meeting, Salford, Sellersville, Skippack, Spring Mount, Trappe, Trooper, Valley Forge, Warrington, West Norriton, West Point, Willow Grove, Conshohocken, Doylestown, Fort Washington, Harleysville, Lederach, Line Lexington, Salfordville, Schwenksville, Silverdale, Spring House, Telford, Worcester, Creamery, Franconia, Kulpsville
2016 Synergy Awards (various)- HBA- Bucks-Mont, MAME South Jersey Awards 2017, 2013 HBA Del-Chester "Best Showroom", 2010-2013 HBA Del-Chester "Best Blog", 2011 NARI Bucks-Mont "Vendor of the Year", Better Business Bureau Accredited Business, Angie's List Super Service Award 2016/2017.
I am sorry you are unhappy with our service and we did not meet your expectations. Due to Covid, the appliance supply chain has been decimated and created many challenges for the independent appliance supplier to provide their clients product on time and with accurate information.
The majority of appliances were available for the mid September delivery time frame that was adjusted from August, due to other construction delays outside of Kieffer’s. While there were a few back ordered products during the initial delivery, those back orders have been rectified by early October. The last product owed was a microwave, which is severely back ordered from the manufacturer stretching possibly into 2021. Kieffer's provided a complementary countertop microwave for you to use until the selected microwave arrives from the manufacturer.
Given the current supply chain struggles, we strive to provide open communication to our clients. We apologize if you feel you did not receive proper communication on your specific situation.
We are truly very sorry about your experience with Kieffer’s Appliances. It is never our intention to mislead or misinform any of our customers. The product that you were interested in, unfortunately, was back ordered. When a unit is back ordered it means that the manufacturer has a void in availability and they are doing one of two things:
One: They are producing more units at their manufacturing plants. In this scenario Kieffer’s Appliances, or any retailer for that matter, does not have the authority or the ability to speed up the manufacturing process. Every manufacturer has production times and Kieffer’s Appliances has no power to speed up the process.
Two: They are shipping units to distribution warehouses. In this situation, appliances are in transit either by train, truck, or cargo ship. The product you were interested in was in transit from South Korea to the United States. When shipping overseas, there are a variety of factors that can affect when the appliance arrives in our possession. These factors include shipping lanes, loading/unloading at port, clearing customs, among other factors. Each of the factors listed above is beyond Kieffer’s Appliances control. We cannot control the access to shipping lanes on the open sea or the speed at which the cargo ship travels across open waters. We cannot control the speed at which cargo is loaded or unloaded from the ship and into tractor trailers for distribution throughout the country. We cannot control how the United States Customs Office handles their procedures when allowing product to enter the country.
Please understand that when back ordered appliances need to be manufactured and then shipped overseas, the process can take quite a long time, sometimes 12 weeks or more.
With all of the components listed above (and many more that aren’t listed), it’s very difficult for the manufacturers to pinpoint exact arrival dates. If we are unable to get a clear arrival date from a manufacturer, it would be impossible for us to provide a clear arrival date for our valued customers. We are committed to providing our customers with reliable information that we can guarantee because our reputation depends on it.
As each step in the shipping process is complete, an estimated arrival time comes into focus. That’s why you received a phone call from John Kieffer on August 23rd, 2013 stating that the cargo ship had arrived in port and then a second call by John Kieffer on August 26th, 2013 confirming that the product had indeed been unloaded from the cargo ship and was on its way to a distribution warehouse where we can then bring the product into our possession. As frustrating as a back ordered appliance can be, please understand that we did everything in our power to provide you as much information as we could as it became available to us.
John Kieffer is always available to speak with you in more detail to try and resolve this issue. Our showroom’s phone number is: 215-699-3522.