About Appliance Direct
Appliance Direct is the largest "Whirlpool Brand Only" appliance dealer in the world. Headquartered in Melbourne, FL, we have eight locations & one franchise in Central Florida and carry all Whirlpool brands including Whirlpool, Whirlpool Gold, KitchenAid, Maytag & Amana.
If you didn't buy Direct, you paid too much!
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I bought a new fridge at the end of December from Appliance Direct on 12/29/21, but their shipping company was not delivering. I *repeatedly* called about delivery and reminded them my building has rules and to coordinate the time with me so to book the loading dock and service elevator. They did not call, but tried to dump the fridge on Sunday, 1/16/22, *not allowed per the building rules,* as I'd explained to them over the phone before, and as they'd said they understood. I prevented this by calling ahead of the Sunday delivery. This was first of two times they arranged delivery, and neither worked out.
1/20/22, they tried to schedule for delivery 1/25/22 at a time the service elevator and loading dock at my building were not available. I asked for another time, and their representative, Santiago, said they were canceling and charging me fees because this was "the last time they were trying to deliver," even when I suggested they book another time. They charged $279 cancellation! Their intransigence seems like they *never planned to deliver,* just to charge cancellation fees.
I accompanied my 75 year old Aunt down to the Kissimmee Appliance Direct location about a month ago to purchase a new refrigerator in the last week of April 2021. She really wanted a model with an ice maker. THIS IS NOT A PERSONAL ATTACK AGAINST ANYONE AT THIS KISSIMMEE LOCATION, JUST THE TRUTH.
I found our salesman Jonathan and every other salesman at this location in serious need of training in business ethics, customer service, and professionalism. The way that they speak to their customers and their bearing is less than desirable for any business in the United States of America. They are reflecting very badly on Sam, the owner of this company. I would fire the entire staff here and start over again. On that day, Johnny told me that we would have to pay the store for the refrigerator, and the delivery team would have to be paid $150 "delivery fee" and a $20 "install fee" to install the ice maker. I left a $200 deposit to secure the refrigerator and left the store with my Aunt.
I called the day before delivery (5-11-21) to arrange everything with Johnny as he asked me to. I paid him the balance of $815 over the phone on my credit card. He told me that the delivery would be arranged for 5-12-21. He informed me that a delivery person would contact me 07:00-09:00 on 5-12-21 with an ETA for delivery. I took a day off from work to deal with this as my Aunt has mobility issues. Johnny then called me back from the store and told me I had to pay him the store the "delivery fee", not the drivers. This directly contradicted what he told me and my Aunt on our initial visit to the store. He now told me that the delivery and installation fee was only $150. I paid this over the phone.5-12-21
-09:00 No call. I called the store to speak with another irritated sounding salesman (as if I was bothering him). He told me that he would have someone contact me.
-11:00 No call. I called the store to speak with yet another irritated sounding salesman. He told me that he would have someone contact me.
-13:00 No call. I called the store to speak with yet another irritated sounding salesman. He told me that he would have someone contact me.
-15:00 No call. I called the store to speak with another irritated sounding salesman. He told me that he would have someone contact me.
-17:00 No call. I called the store to speak with another irritated sounding salesman. He told me that he would have someone contact me.
-18:00 No call. I called the store and it was rolled over to voice mail.
-18:30 Richard the delivery driver called me to tell me that they would definitely be over that night with the refrigerator.
-19:45 Richard and Hector showed up with the refrigerator. I asked if they could install the new stove that we had sitting there and take the old one. Richard agreed because he said that he wanted a happy customer (much more than I can say about any salesman at the store). Richard told me that they were never scheduled and my Aunt's delivery was put on an "emergency order".
Hector turned off the water valve to the refrigerator (my Aunt's old refrigerator had an ice maker which was making ice perfect). Richard took the water line loose and they brought in the new refrigerator. Richard hooked up the water line and asked Hector was the water on. Hector told him yes, they pushed the refrigerator in place, then left. Both of these gentlemen were more professional than anyone that worked at the Kissimmee location, bar none.But...
-The ice bin wasn't screwed in. You could just push it around in the freezer.
-The refrigerator wasn't leveled. The entire refrigerator is wobbly as you opened the door, and still is.
Since 5-12-21 to present, the ice maker has made around (15) ice cubes. The ice machine in a refrigerator that my Aunt paid over $1,000 for has a defective ice maker. I tried to handle this first by contacting Richard directly. I texted him and he actually called me back. He informed me that he would try to get out with 3-4 days in the next week. This never happened. I texted him again and he called me again. He informed me that no one in the store would schedule him to return and fix the ice maker. That is the last that I heard from Richard. My Aunt called the Kissimmee store last week to inform them that her ice maker isn't working, only to be greeted by an irritated sounding salesman who her gave her the 5th degree, as if she were the problem, the customer...
So my Aunt now has a weebly wobbly refrigerator with a "wild and free ice bin", with an ice maker that doesn't produce ice. I spoke with the original salesman Johnny today (5-27-21). I explained everything in this long explanation to him. He then told me "there's nothing he can do because the delivery guys will have to charge my Aunt again to install a new ice maker". He then INSTRUCTED me, the salesman at the store INSTRUCTED ME, to leave my horrible experience with "those people" as he said on the company website. I then asked him am I dealing with a real business, or some shade tree hole in the wall? He asked me to hold on, then I hung up. I must tell you all now, if Appliance Direct is this way everywhere, I would suggest that you all close the doors to this business, because you're giving businesses across America a very bad name!!!Kindly,
AN EXTEMELY and SERVERLY pissed off customer
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I bought a KitchenAid refrigerator on the 03/31/2021 at the store located in Kissimmee, the fridge was at the showroom, the fridge is not working, I got a new fridge that doesn't work and now I must expect the warranty to repair it. I don't understand how this company and these stores are still open swindling customers. I was robbed by selling me a $5,000 fridge that doesn't work. It's your choice if you want to be cheated for saving maybe $200. Very dishonest company.
We purchased a dryer and a dishwasher from them. The dryer was not hooked up properly allowing lint going from the dryer into the dry wall causing MOLD buildup. This happened obviously over time. Was asked why we didn’t bring it to their attention sooner? Really, lint and mold takes many weeks to build up and turn to mold. We had to hire a professional dryer guy to clean out the wall that was packed with moldy lint and to redo the entire fryer hookup which we paid extra to have done by Appliance Direct. They finally ended up reimbursing us for it. THEN, comes our DISHWASHER. It was never bolted to the counter causing it to fall out of the space an inch when loading it with dishes. We are still waiting for this to be fixed. I will NEVER buy from them again and recommend people to reconsider purchasing from this business.
I love my dishwasher, it is really quiet. The salespeople were very helpful and helped me decide what was right for me. All the other stores I went to, I had to hunt down someone to help me. Even then, they didn’t stay with me and couldn’t get it for at least 3 weeks. Appliance Direct was able to help me stay within my budget and get me what I was looking for. We put it the back of our truck and drove away.
Purchased a NEW washer on 2/17/2021 but did not use it that day since by the time I got home it was late. The following day tried doing a load but the washer did not work. Tried two more times and same result. On 2/21/2021 I called the store but the employee referred me to Whirlpool since now it was a manufacturer issue. I showed up at the store with the washer and asked for another NEW washer but once again I was referred to Whirlpool. The guy proceeds to ask why I didn’t come in sooner than the 5 days. Told him I couldn’t since I worked and I just couldn’t. He tells me that just I couldn’t come in earlier, he couldn’t give me a refund or new washer.
Also asked if I had USED the washer.... clearly I used the washer since that is the only way to find out if it works. But I understand, common sense isn’t so common. So I tell him that, of course I used the washer. The gentleman tells me that since I used it, it was now a “used” washer and they just couldn’t accept used washers. I read the return policy that is sitting at the counter and nowhere did it say that I couldn’t return a defective item. Moreover, the policy says that I could return, in-store within 30 days with a 20% restocking fee (which I completely understand).
We exchanged some words and made it clear that I was not leaving until I got my money or a washer. I waited around for about 45-60 minutes and I told him he was going to have to call the cops if he wanted me to leave. Well, he did (I am also good with it) and had to leave since I was issued a trespass warning. All in all, they should probably be more specific on what their policy is and honestly, it was 5 days. It is not the way of doing business and now I am out $575 until I get a Whirlpool technician to diagnose the “issue.” Lesson learned for me, spend the extra $100-$200 and buy from Lowe’s or Home Depot.
17 of their 5 star reviews were posted more than 3 years ago - all within a 3 week period (obviously from affiliates or employees). Only 1 five star review written within the last 3 years. I live in CA. & have a rental property in Indialantic, FL. I purchased a Whirlpool washer and extended service warranty from Appliance Direct over the phone on 10/17/20. A month later it wasn't working right (making a loud noise and not completing the wash cycle). Next review I'll be reporting after service repair is completed.
I visited Titusville store a Tuesday and purchased a washer and dryer and also looked at a range and dishwasher. I returned the next day and purchased the range and dishwasher. Friday all appliances were delivered and I realized I had been charged $53 more on range than the tag indicated, also was charged $10 more on washer. When I called about discrepancy I was told there was nothing they could do. I also sent an email to Sam Pak (the guy from the TV ads) he still has not responded a week later. Very poor customer service. I guess it comes from the top down!
10 yrs. ago I bought a Frigidaire 3'cu" chest freezer from Appliance Direct. My freezer came the same day; delivery & set up were perfect. In all these years I have never had a single problem with the freezer. I'm buying another one this week, only to expand. Whenever I've had questions about anything, the Appliance Direct staff always provides immediate answers, respectfully and cheerfully. I don't trust any other company to sell me appliances. I love these guys!??? Highly recommended!
Horrible experience with warranty repair. My Maytag washer is only 2 months old and is leaking, flooding my garage, getting clothes wet and moldy. The company sent out refuses to work on washer because of the clothes and Appliance Direct refuses to refund or exchange washer until warranty repair deems it broken. The consumer is to blame according to both parties.
Appliance Direct author review by ConsumerAffairs Research Team
With 20 years of business experience, Appliance Direct specializes in discount appliances and accessories. Their expansive catalog includes refrigerators, dishwashers, freezers, washers and dryers, ranges, wall ovens and more.
Deep discounts: Consumers can find appliances marked down up to 50 percent off of the suggested retail price.
Free installation services: Some appliances come with free installation services when buyers pay for delivery.
Package deals: Customers can buy a complete suite of kitchen appliances for a discount or furnish the laundry room with a washer and dryer deal.
Easy rebates: Buyers can go online and print extra copies of a rebated form whenever needed on the Appliance Direct website.
Financing available: Appliance Direct offers various financing options including either a leasing model with income verification or a Brand Source credit card offer with up to 12 months at 0 percent, based on approval.
Appliance Direct Company Information
- Company Name:
- Appliance Direct
- 397 North Babcock Street
- Postal Code:
- United States
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