MTC Factory Outlet — Local services in Clarington

I purchased a washer and dryer from MTC. The sales person (I think her name was Lindsay) was very helpful and suggested I go home and measure my doorways first as the appliances are larger than most washer and dryers. She told me to message through the website to complete the sale. I measured and messaged thru the website and completed the purchase online thru PayPal. I requested delivery which was an extra $100. I was told that installation was extra as well as removal of my old appliances. That was fine as I was planning to just remove and install myself.

A few days later I got a call from the moving company and they informed me that if they need to bring the appliances up more than 17 steps they charge an extra $20 per appliance. Our laundry room is on the second floor which is more than 17 steps when including the outdoor stairs to the front door (I asked, I was told they count as well). I was not told by anyone at MTC about this fee. At this point I was paying $100 for the equivalent of an Amazon style drop-off at my front door.

I called MTC asking if I could cancel the order since I hadn’t received the appliances yet. I was told they have a no refund policy even though on their website it clearly states that they accept returns within 7 days of purchase for store credit or exchange. I asked if there was someone else I could speak with – I would like to state that I was calm and courteous throughout all of my interactions with all MTC employees –I was transferred to Francis who was immediately curt with me, no doubt expecting to speak with a Karen. I explained the situation and asked about a return. Francis told me that their no refund policy is explained “ad nauseam” during the sale process. I said that I understood their policy but I thought I’d ask since this was an extenuating circumstance and the appliances hadn’t left their store. I explained that the delivery and installation fees were explained to me and I was fine with that. I then explained that I wasn’t told about the “17 step” policy of the delivery company. Francis responded with “you said you were told about the extra fees” as if trying to catch me in a lie. I again clarified which fees I was made aware of and which fees I wasn’t. Francis told me that I would have received a pamphlet about the delivery company explaining everything at the point of sale. I told him I hadn’t. Again, it seemed as though he thought I was lying. I explained that I didn’t complete the purchase at the store, but online so that was probably why I didn’t get a pamphlet (I didn’t want it to seem like it was Lindsay’s fault, she was great). Francis said that made sense why I didn’t get the pamphlet and reiterated that they have a no refund policy.

Not once was I given the option to return or exchange the appliances, or even just cancel delivery and pick-up the appliances myself. I received absolutely no customer service. Rather than being solution focused, Francis only seemed focused on asserting himself.

My husband called later that day and explained the situation. He asked to cancel the delivery and we would pick it up ourselves. Francis was much nicer and co-operative with my husband. We received a refund for the delivery fee. Overall the whole experience was a huge hassle.

MTC should consider finding another delivery company, and...

BUYER BEWARE! Do NOT purchase from this retailer The draw to a place like this is that you can save a few hundred dollars purchasing "open box/scratch/dent" appliances. We all know the risks with this, however MTC boasts that they will stand by their products with a 3 year warranty.

They will not. You will be out thousands of dollars from trying to save a few hundred, and I cannot stress this enough. We have been bounced around in circles for 3 weeks now between MTC, iCare Appliance Repair, and Phoenix Warranty. You will get nowhere and they will just keep sending repair techs to your home until you give up and remove the fridge yourself. Ours is now sitting on the curb and we are out over $1600.

Our fridge leaked after only 6 months and flooded our kitchen. We had to rip up flooring and baseboard, but hey, these things can happen. Frustrated for sure but that is why we have the "fantastic" 3 year warranty through iCare appliance that MTC will sell you. iCare came to our house a total of 3 separate times before the tech could finally figure out what was wrong (a cracked line). He came back a 4th time to replace the line and while he was here, realized that the ice maker was also damaged and not functioning. He advised the fridge would not be worth replacing and asked us to call MTC while he forwarded the notes. The damage to the fridge was so much that he didn't bother doing ANY repairs, stating that the fridge was a write off.

When we called MTC to advise the woman who answered the phone laughed us off and said we only had 7 days to return any items. All issues had to be dealt with through Phoenix Warranty.

We called their warranty company and explained the situation and that we wanted them to authorize a return/exchange. They just kept sending repair techs who couldn't resolve the issue and would not authorize a return/exchange. Would you keep a fridge in your home that has already flooded your kitchen? Nobody would. This was a clear cut case that caused significant damage to our home.. and they still wouldn't replace it.

Ultimately (in our opinion) MTC is running a really intricate scam. MTC, iCare Appliance and Phoenix will just bounce you around in circles until you give up and cut your losses. If you're looking for an appliance "chop shop" then these are your guys...

You are truly rolling the dice purchasing anything from this unreputable business.

If I could give 0...

I have purchased thousands of dollars of electronics from MTC factory outlet this past year. My problem is that brand new items out of the box have major issues. I am on my 3rd trip back to the store this week because of another faulty product right out of the box and have been given no compensation for my time having to run back and forth to return these items. No apology has been given almost seems like I’m the inconvenience here.

(I waited to post this intel I went into the store location to see if any changes would accur. they did not I expressed my frustrations in a calm manner and when I was done getting my return the employee didn’t even say have a nice day or even acknowledge that our transaction was over. nothing handed my receipt and looked back at his computer very disrespectful.)

RESPONSE TO REPLY FROM BUSINESS

Again I see you trying to shift blame onto the consumer which is not impressive at all. I called within 2 weeks of my purchase of that tv stating the problems I had (burnt pixel) and was told by an employe that I would hear back from her manager within the week. After not hearing a thing for about 3-4 months I called them and asked why I haven’t been contacted and that’s why you went outside your warranty for me because YOU GUYS dropped the ball not me.

Secondly I appreciate your attempt at saying you gave me free games as compensation but again I went to your store 3 times that week and you guys were handing those games out with every purchase as you could not sell them anymore. So frankly spider man no way home isn’t really a sufficient alternative to some sort of compensation for having to drive back and forth returning items that should’ve worked. And what was odd is every time I returned an item I’d be told there’s nothing wrong with it which I don’t think was true and may contribute to the fact of why most of my items weren’t in working order.

And again your staff was extremely argoant because I was frustrated over the fact I had to come all the way back again after buying a ps5 edge controller that was busted when I took it out of the box after just returning other items the other day. He tried to say it was fine and I had to show him what was wrong than he finally belived me. When I left I couldn’t even get a have a nice day, I used to work in a customer service industry and I’m shocked to see these are your standards...