Complain about a product or service

Appliancezone.com

Gary of Muscatine, IA November 2, 2009

After reading the complaints I found in this website, I had second thoughts about ordering from ApplianceZone.com. Fortunately, common sense kicked in and I convinced myself that for every vocal pissed-off customer, there are thousands of silent satisfied ones. I am happy to say that my experience with ApplianceZone proved that I was right -- I got great service, original equipment parts at ½ the price of Sears and very quick delivery.

A couple of tips before finalizing your order. 1) Verify that you have the correct part numbers. Check several of the other websites that sell the parts you need and make sure they all agree with the same part numbers for your model machine. 2) Before paying for expedited shipping, check with ApplianceZone to verify that they have all the parts for your order in stock.

Michael of Hanover, MA October 27, 2009

I ordered a part from them on 10/18 and paid for express shipping (2 - 3 business days). As of 10/27, the part hadn't shipped. their web site specifically states "If your order is not in-stock and placed on BackOrder we will automatically notify you by email 1-2 business days after the order was placed". Apparently they sub out orders to wholesalers. The first one that they went to was out of stock. My email triggered them to send the order to a different wholesaler. They refuse to provide a telephone # to contact them, and they don't seem concerned that that they didn't perform as stated on their web site. These guys are making fraudulent offers, and the consumer has no means of recourse. A part I needed and paid to be rush ordered will be at least 2 weeks. I wont use this company again.

Mike of Cabot, PA October 17, 2009

I ordered a replacement inner oven door glass for my Maytag range after being advised by Katie as to the part I needed. Yhe oven door glass had cracked during a high temperature "cleaning" cycle; the oven was still usable though. I asked and paid for express shipping; it was ordered on 8/22/2009 but did not arrive until 8/27/2009. I unpacked the box and dismantled the oven door to find it was the wrong part for the oven I had. Now I could not use the oven at all - the glass now broken into pieces.

I entered into a series of "live chat" (whiteboard) sessions with them; they are rude and arrogant; they just cut you off whenever they feel like it. I tried to telephone them at the address on the shipping label. The telephone operator stated there was not a number listed. I went back to the "live chat" on their webpage and asked to speak with a supervisor or manager, this was denied and I was cut off again. Eventually I was given the "help" e-mail address. They insisted I got the part I ordered and suggested I ordered the correct one - I did not think that was a good idea.

It is now 10-17/2009; almost two months and I have been credited in full including the shipping costs. I have all e-mail correspondence and "screen dumps" of the "live chat" sessions. I can only believe that this treatment is "policy" at Appliance Zone" set by Jim A; he has no right to be proud of his business and should wipe the smug smile from his face. Neither he, nor his employees, understand what "Customer Service" is about; what kind of Company refuses to speak (voice) with you, uses CAPITAL letters in e-mail correspondence and uses the whiteboard (live chat) "kill switch" with impunity? I am 59 years old; in my lifetime I have never dealt with a Company as bad.

Cyndee of Jacksonville Beach, FL October 7, 2009

I needed a replacement part for my dryer. Chatted at length with an appliancezone.com Live Chat rep who instructed me what to by for my model. The part was incorrect and appliancezone willingly gave me a full refund since I was willing to "reorder" the correct part. Another lengthy live chat was required to identify the correct part, but alas, when the order arrived it was still wrong. Kari A (self proclaimed customer service manager) arrogantly claimed it was the right part, refused to allow me to contact someone above her, and told me to take it up with the manufacturer. They would refund the money for the part (only about 7) but refused to refund the shipping to me or back.

Obviously not worth it for me to even send it back. I took it up with the manufacturer who told me the replacement part needed three components, a fact that alluded Appliancezone.com. The live chat incompotence and Keri A's arrogance caused a quite simple issue to become time consuming, frustrating, and at the end still unresolved. It wasn't the money so much as the bad information and bad customer service. Do not use this company!

Tom of Watchung, NJ September 30, 2009

I ordered parts on Monday. NOw it is Wednesday. I paid for express shipping. According to the post office tracking information, they have not received the shipment yet. My credit card has been charged. I contacted ApplianceZone on-line and communicated with someone identified as Brent. When I informed him I would be contacting consumer affairs, he disappeared and our communication ended.

I also sent them e-mails that they have not responded to. Looking on-line, I've discovered there are complaints about this company all over the place. My order, #317068, was a small one in the amount of 19.37, however, the inconvenience and frustration of being strung along and not having my inquiries dealt with is not small. This company should be put out of business.

The consequences are, I am out 19.37 unless I contest the charges with my credit card company. I have to waste my time getting this matter resolved. I don't have the parts I ordered, have no idea if I will receive them, and now have to start all over trying to find a legitimate vendor.

Jack of Hawthorn Woods, IL August 24, 2009

I used the ApplianceZone online search to find a part for a Sub Zero refrigerator. Their site listed several items for the same application...some had dashes in the part numbers; some had no dashes. Prices were different for each item. So I used their on-line chat to get help identifying the correct part. When told the parts with the dashes were different than those without dashes, I mentioned that Sub Zero dropped the dashes some time ago (I had determined this from other website discussion groups). I was then told, 'Yes, that's true.' Then I was told that some of the parts were not from Sub Zero, followed by, 'Wait, all parts were from Sub Zero', followed by 'p/n 3211080 (for 44.90) is discontinued'. (p/n 3211080 was the part the on-line chat person originally suggest that I order).

So I mentioned that I might as well order the lower price part (3-21-018-0 for 32.29). So I did via ApplianceZone's on-line ordering system, charging it to my Discover Card. Very shortly thereafter (less than 4 minutes) I checked elsewhere and determined the part I ordered was incorrect for my application. The part number I ordered had two digits reversed. In reviewing my chat session with ApplianceZone, both the person I was chatting with and myself had clearly type the wrong part number as well as the correct part number. Unfortunately, neither he nor I caught the mistake. This problem likely arose because the Appliance Zone search results produces so many part numbers.

I returned to the online chat and explained the problem, whereby I was given an email address where I was to document the problem. This was now less than 7 minutes after I had placed the order. I immediately sent an email explaining the situation. The ApplianceZone response was, in essence, 'Too bad.'

So I called my credit card company to request a correction. Of course, I hadn't received the part at this point, so I was told they would do as I requested after 15 days and my attempt to return the item after it arrived. The credit card company was already aware there is no phone contact for ApplianceZone.

Several days later, a package arrived at my address, but not to my name (e.g., with a different 'sold to:' addressee). This package was from another appliance parts supplier altogether, and the item was a different part number. And it came with an invoice showing a lower price (24.45) than the part I ordered. I called the shipper of the part (the invoice did have a phone number) and asked why they sent something to my street address. They scratched their heads, so to speak, saying they’d resolve the issue.

Minutes later I got a call from 'Jordan' of ApplianceZone. I asked for her phone number. She would not provide it. (I don't have caller ID.) I explained the entire situation. She said, in essence, 'Too bad,' and that the item I received was a substitute, the lower price was irrelevant, I would not get a refund, and would not be issued a UPS 'Call Tag' to return the item.

A couple weeks later I contacted Discover again to initiate a charge back. A month later, Discover sent me a letter with documentation from Appliance Zone stating that I didn't follow ApplianceZone procedures for returning the item (within 30 days), as well as several other points. I responded to Discover that Appliance Zone would not issue a return authorization nor provide a return address, and that all the other points ApplianceZone mentioned were erroneous. I followed my comments with a Fax to Discover including supporting documentation. Discover has now credited my account for the total amount.

BTW...the item I actually needed was the part the ApplianceZone chat person had said was discontinued. I called the sales department at the company that shipped the wrong part to me on behalf of ApplianceZone to ask if they could supply the correct part. Yes, they could and their price for the part was 25% cheaper than shown on ApplianceZone’s website. Further, the part I initially received is also listed on the ApplianceZone website...at a 15% lower price than they charged me! Unbelievable!

Frances of CENTENNIAL, CO August 21, 2009

With help from the website tools, I selected and ordered a dishwasher part in June. It arrived promptly but I then discovered I had mis-read the part details and it was wrong. Appliance Zone was not willing to take the part back uat first, until I appealed to them that I was a new customer at which point they agreed. I then ordered the correct part, but subsequently discovered that their promise of a refund was actually a store credit, less 20% restocking fee. Their customer service rep (who only communicated by email of course) was rude and quite unwilling to make any further adjustements to my account. So, I spent almost 110 with shipping on a part that should have cost under 60 with shipping, and I have a store credit that I'm now most unlikely to use as I don't trust their ordering procedure and lack of personal assistance.

Janie of WHEATON, IL August 19, 2009

Ordered a trim piece for my stove...by there recommendation (which they claim they did not give me the part #) Told would received in 5-7 days...after 4 weeks told it was on back order. I told them to cancel...had to live chat with someone else and fill out a form. Next day received email stating could not cancel it was in and ready to ship. When I did get it was wrong part and a new label put over old changing the part #. After jumping through hoop and doing live chat with someone named Brett (very rude) I finally got a # to return the part. That was June 16 it is not Aug 19. No credit and no one will give me any info...just emails saying they refuse to help me with any information and all very generic responses so I can tell this is not the first time this has went on. So now they have my payment and my part back...so I just hope to prevent anyone else having to go through this...they appear to be cheaper than other sites but NO PHONE # which I did not notice ...so you can never talk with anyone to get real customer service ... I mentioned the bad service to "Brett" who quickly informed me I had him confused with someone who cared!

Joey of Salem, IN August 12, 2009

I had a pretty good experience with ApplianceZone. First of All, I ordered the incorrect part for my washing machine. Because it was an electric part, they couldn't take it back for a refund, but they did replace it with the correct part with no problem. If you adhere by the policies it seems like things go great!

Robert of Clermont, FL June 28, 2009

Ordered 1 refrigerator handle - paid by AMEX. Received 1 but was billed for 2. Called AMEX they investigated and back charged the 2nd charge. Appliancezone sent account to collection agency. They claim I ordered twice and received 2, but they can not document that I ordered 2 or that they shipped 2 or that I received 2. Collection agency can not get information from them either. Then they claimed that AMEX cancelled both charges, AMEX conforms only 1 charge was credited and offered to confirm that with company.

Passed that information to the collection agency. It is not possible to speak with anyone at company, customer service will not discuss and says must fax information to company. Have done that but the only response so far is silence,

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