Appliances Connection

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!

Outside of the great ordering experience, their post-sales support is great. My project changed a bit and I had to return one expensive ($3,400) item. I contacted support via the web and my rep (Martin **) opened a ticket and took me through the process of validating the item, and packaging it. He even scheduled the LTL pickup of the item. About a week and a half after my item was picked up my purchase price (minus shipping, clearly outlined and explained prior to purchase and return) was refunded! I will 100% be buying with this company in the future. The combination of inventory, real-time updates, simple processes, and a highly empowered support team make them great to work with.

After first being told I would have the dryer in 2 to 3 business days to I will have to wait 4 to 6 weeks, she was able to rectify the situation. Ms **’s customer service skills and knowledge were just phenomenal. Because of the way she rectified things and the kindness and patients she had with me I will definitely order from them again. But, I would like to work directly With her. Ms. Heavenly ** made the transaction so wonderful.

4/Force you to buy an installation kit (that didn't fit) but threw away the installation kit I had in place (that worked).

After 2 months and the Washer and Dryer were not installed correctly. Look elsewhere!

If you want the blow by blow, here’s what happened. 1. The appliances did not, in fact, come in anywhere close to projected dates. We let this go, because that is just how it is with supply chain shortages. Oh well. 2. Our washer and dryer come in first. One of them is scratched. It’s in a spot we can’t see it, and they offer a $75 credit. Oh well. What happens next is not okay.

3. When our dishwasher finally comes in, it’s installed incorrectly. Wish I could add photos here because it was so bad. Instead of taking responsibility, AC basically says, too bad. Your choices are to request a refund or wait an indeterminate amount of time without a dishwasher until we can get a new one (we can’t say when that will be). We won’t “rent” you a dishwasher in the meantime (i.e. you can’t keep the one we installed, even though we took out a perfectly operational one you had to install it). Then it gets worse. After I escalate this to the BBB and they finally respond, they not only remove our dishwasher without providing a new one, but remove it in such a fashion that it floods and damages our kitchen floors. I have yet to hear back from them about how they will address that. 4. We get a range from them and 1 burner doesn’t work. They send out someone to repair it, now 4/5 of the burners don’t work.

First - Shipping took longer than displayed on their website, not a huge issue, but this seems to be extremely common complaints that the items they say are in stock, are not actually in stock. (When getting a replacement, they said that they had no models of the exact same number, meanwhile their website said they had 6 in stock.)

Second - Both items arrived damaged, the washer had a large dent on the side, and the dryer had an even larger dent. The dryer was so damaged it could not run. I have been on an email chain/phone calls with them for 1 and a half months trying to get these issues resolved with them. The dryer is in the process of being replaced (still another 2-3 weeks away from seeing the replacement model) and a technician has been sent out for the washer. They also charged me a second time for the replacement dryer, they call this an "advanced replacement"

Third - Customer service is slow, it may take an entire day emailing back and forth to answer a single question. They keep trying to offer a "warranty" for these products in exchange for keeping them, but it's worthless since the manufacturer's warranty covers these machines for just as long. Trying to call them is worse, 3 hour queue times, if you're lucky enough to sit through it, they will ask you keep working with customer service over email, and provide no help. I have asked to get replacement machines for both units because of the damage, it took almost 2 weeks for the dryer to get the process started, and they refused to replace the washing machine

Fourth - The washer was also broken, per the technician they sent out, the suspension had been damaged in shipping due to the dent and is unrepairable. I now need to wait another 1-2 months to get the replacement for this machine. All in all I will have been without the ability to do laundry for almost half a year by the time this replacement comes in.

I urge anyone using this website to go elsewhere, if things are shipped correctly I am positive you will have 0 issues since all their installations and shipping are handled by better run companies, but as soon as you have a single issue you're going to be spending months of your life dealing with a company who will lie to your face and try to get more money out of you just to fix their own mistakes.