Appliance Direct

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 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.

-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.

-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!!!

AN EXTEMELY and SERVERLY pissed off customer

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.