Appliances Connection Reviews

So, of course I was dreading calling Appliances Connection to resolve a FEDEX undelivered, perhaps damaged, drop-in range cooktop I had ordered. I called and decided to hold. Then they let me know I was 34th in the queue. Yikes, I called back and took the offer to get a call back. They must have a lot of customer service representatives, because they returned my call less than half an hour later. Martin ** was my customer service representative, and I have to say, it may have been the best customer service experience I’ve had.

First, he helped me resolve my range order in the way that best suited me and my somewhat undecided travel plans. Then, when I thanked him for his excellent service and complimented him on his very good English (I thought his accent was Caribbean, but he let me know came here from Liberia), he told me how much he appreciated someone being kind to him! These days, it seems like everyone is so unpleasant, I totally understood where he was coming from, especially when dealing with people who are calling with a problem.

That made me remember the terrible service I received from the shipping company they used to deliver my other appliances. Martin listened and laughed with me and told me he appreciated me letting him know, as the company isn’t aware their delivery contract companies are doing a poor job unless the customers let them know. He assured me he’d send my detailed experience up the chain AND offered me complimentary ten year warranties on the appliances for my inconvenience, which I totally hadn’t expected!

He also gave me his personal extension so I wouldn’t have to join the hold queue next time! I’m so glad he did and that I received him as my representative. I really liked the prices and selection at Appliances Connection, but was leery to order from them again on my next projects (rentals), due to the hassle with the delivery company. I will definitely shop with Appliances Connection again, as I now know that if I run into difficulties in the future I can count on Martin to take good care of me. And I’ll definitely let all the friends and family (they all asked who I purchased from, BTW, I did assure them it was the delivery company at fault) I told my ridiculous delivery stories (yes, there was more than one) to how Appliances Connection not only listened, but made it right, which is extremely refreshing nowadays. In fact, it’s only been a couple of hours and I’ve already told two people. Martin really made my day!

The third time we were waiting on the COI (which took 3 weeks to get after being promised it would only take 24-48 hours and why in the world are you charging $125 for a COI. That is completely absurd and unheard of) and the delivery people still tried to deliver the fridge even though we did NOT confirm delivery. The fourth time it took over an hour for the delivery driver to find the service entrance, despite being sent pictures and being walked to the service entrance. THEN once we finally got off the forsaken truck one of the delivery guys continued to talk on the phone the whole time planning his weekend without helping the other guy. We had to unwrap the refrigerator ourselves because your guy was lazy and too busy not working and planning his weekend to do the "white glove service".

He also couldn't figure out how to plug in the refrigerator into an open receptacle and we had to do it for him. I mean come on!! It's plugging a plug into a wall. How hard can that be?? You have no business being a delivery company but especially not one that promotes a white glove delivery. This was absolutely the worst experience we have with any vendor.

I received an email the following day – Sept 21st – showing the order had been processed, and also got an email with the tracking number for the shipping company they use - which is called AM Home Delivery (a division of AM Trucking.) The tracking supplied by AM showed only that “Pickup Order Notification received.” ON the 25th I became puzzled that no further status was shown on the tracking.

I called Appliances Connection and the phone queue was long, so I chose the “Call me back:” option. They called and advised me that the item had already been shipped and that they would check with the shipper to see why the tracking was not updated. 36 hours later I had not received any updates, so I tried calling the shipper myself. They claimed that they had not received pickup authorization from the vendor, despite the fact that they made trips to that warehouse nearly every day for pickups. I called the vendor back and they initially insisted that it had shipped. Then… she started talking about how it was supposed to be delivered within 7 to 14 days of the purchase date and that it had actually not shipped yet. She also person said she was the manager of that department and there was no one above her that I could speak with.

I hung up, called their main number, and asked for the Sales department. The person I spoke to there referred me to an email she had copied me on, in which she attached photos of the dishwasher in the wrapped pallet and the AM Home Delivery stick on it with my name and address. The vendor then insisted that they HAD shipped it (the story kept changing) and the shipping company continued to claim that they still didn’t have authorization to pick up the item.

I finally gave up in disgust. The shipping company gets only 2 stars out of 5 on Trustpilot but I still don’t know who was lying to me – there’s no question that someone – either the shipper or the vendor -was not telling the truth. I requested a refund and they did issue one immediately. I ordered it from Home Depot, who will deliver it in 3 business days. No installation services are provided but dishwashers are easy to install. I also got a $100 discount for opening a Home Depot charge account. From now on I will stick to known entities like Best Buy, Lowes, Home Depot etc.

The refrigerator had a very noticeable dent in the side and upon assurance by the delivery guy it would not be seen behind a short wall to the left of the unit I let them bring it in. It was noticeable. I did not order a scratch and dent. I called and requested a return and an alternative. Following this the nightmare started. After approximately 60 emails later (no exaggeration) the damaged refrigerator was picked up and no problem with that in and out in 15 minutes. Appliances Connection then they said in the emails they would credit me for the damaged one and charge for the new one. I paid for the initial transaction with my debit card as I don't like to use credit cards.

Big mistake. They have now charged my account for the new unit $2,186.01 and then charged $2,850.70 for no reason I can figure and have yet to receive a reason for the additional charge or credit for the damaged return. At this point I am out $7,351.87 and my bank says since it was debit, I can't stop the pending transaction. This is fraud at its heart and I am a broke senior on social security. I can't speak with anyone, only emails which I have copies of all of the bickering back and forth. To top it off I have no refrigerator a dishwasher that doesn't work and little recourse of getting my money back as I can't afford an attorney. Stay away from this company and buy local!! This is a real bad situation and I hope this review saves someone from the same fate...