Appliances Connection

Today AM Trucking delivered my mother's A/C unit and told her they do not install nor remove old unit. They left the A/C and made her sign the electronic device stating it was delivered and installed and old unit removed and unit was inspected for any damages (which she cannot do) or they would take the A/C unit back as not accepted. This is theft of the elderly. I spent hours on the phone throughout the day waiting for a rep from Appliances Connection and when I finally got through to them and put on hold time after time after time.

I was informed by Tay that he would contact AM trucking and get back to me, five hours later no call back, so I called again on the phone another 45 minutes just to get a confirmation from A.C. to refund back the $139.99 and $29.99. This is on Appliances Connection and their contract agreement with AM Trucking. Unbelievable and I would recommend you stay clear of this business unless you like poor service and total frustration in your life.

When I reported the matter to BBB, they responded after two months. With BBB, they will respond to my inquiries after months. They told BBB that they didn't receive any emails from concerning the matter and pictures they requested. I provided the emails to BBB but that didn't still provide the address to ship the items for exchange. They told BBB that they email the address, which was a not true also. I provided BBB a copy of my entire emails to show they were wrong. As I write, I have been battling with them now for 4 months on exchanging my entire set and the issue has not been resolved. They have refused to provide the return and exchange for all my items that are having issues. BEWARE OF THIS BUSINESS. PLEASE RUN WHEN YOU HEAR OR SEE APPLIANCES CONNECTION ANYWHERE.

Then, my order got pushed back several months due to COVID so I looked for another site and cancelled with them. That site also got pushed back but they didn't inform me until later. I thought I'd come back to Appliances Connection to see if they'd help me out and I'd not only give them my business for graciously accepting a cancellation... but refer them to a family member who also was looking for quite a few remodeling appliances/parts. The same guy answered and he told me pretty much to not buy from again them if I'm going to cancel on them and to stay with the other company. Wow-I was shocked that he even said that. All I wanted to know was if it was going to come on a certain date and not keep getting pushed back...from ANY company!

They gave me a ship date, and didn't follow through on it, so WHY would I not cancel?! Most homeowners with project deadlines WOULD. He should know that people need to receive parts so that remodel dates/costs don't keep piling on. He also casually told me that canceling in general wasn't an issue anyways because he would just give it to the next person in line. Awesome, so then...what's the big deal? Very rude. He hung up on me as well. Don't buy from them.

On July 10, 2020, I received a phone call from Roadrunner Transportation attempting to schedule delivery. At this time I informed the representative that I was currently out of town and had been told by the Sales Floor Manager Doug L on 6/22/20 that I could schedule delivery upon my return on 7/23/20. The representative from Roadrunner Transportation then informed me that their would be a $300 storage fee should I delay delivery. I explained that I felt this was unfair given I had called prior to our going out of town make all necessary arrangements and on 6/22/20 the Sales Manger Doug L had recommended that I schedule the delivery upon my return. At no time was their discussion of a storage fee. The representative at Roadrunner Transportation said she would escalate the matter to a manager at Roadrunner Transportation and call me back. I never received a follow up phone call.

While we were out of town my father suffered a massive heart attack and passed away July 14th. We were unable to return home until July 26th given the circumstances. On Monday, July 27th I called Appliances Connection. I sat for 2 hours on hold before I could speak with Doug L. I informed Doug that when I attempted to look up his contact information I had the unpleasant experience of finding a few tickets that had gone to my junk mail notifying me that I had a storage fee for my furniture. At which time I explained about our extenuating circumstances about my father's passing and that I found it unethical to charge such fees especially since Doug had informed me of no such fee when we spoke on 6/22/20 and Doug had recommended that I postpone the delivery until my return.

On Monday, July 27th Douglas L from Appliances Connection emailed Ms. ** at Roadrunner Transportation explaining there was a family emergency and to please reschedule delivery. The email address used was ** at 3:50 pm on July 27th. At 4:42 I received at ticket via email from Gary at Appliances Connections notifying me that the carrier would be charging me storage fees for the furniture and once I approve the charges then and only then my furniture would be delivered. At 7:10 pm on July 27th I emailed Doug L at Appliances Connection and shared the email that I received from Gary at Appliances Connection. I received an email from Doug L at 7:17 saying he would look into the matter further and get back to me.

On Wednesday July 29, 2020 I spent an hour and a half on hold attempting to reach Doug L about the scheduling of my furniture. When I called the system said I was the next caller in the queue. Then the system said I was the 18th person in the queue. After waiting an hour and a half I spoke with Oscar. Oscar said Doug was away from his desk and Doug would return my call. Doug did not return my call.

On Thursday July 30, 2020 I spent nearly 2.5 hours on hold attempting to reach Doug L. I had a similar experience as the previous day. I was next caller in the queue. I was bumped to caller 22. This cycle repeated itself. I had the unpleasant experience of speaking with an unprofessional female sales representative that was also unable to put me in contact with Doug L. At this point I explained that I either wanted my furniture to be delivered and the shipping fees to be waived or to please cancel my order entirely and refund my money. This representative then got Oscar a "manager" at Appliances Connection on the phone call. Oscar said, he would split the storage fee and if I agreed to pay $150 dollar storage fee my furniture would be delivered. Regretfully and out of pure exhaustion I agreed to paul the $150. No one from Roadrunner Transportations called me to schedule the delivery Thursday afternoon.

On Friday July 31, 2020 morning at 11am I sent an electronic ticket to Appliances Connection explaining Roadrunner Transportation had not yet contacted me to schedule delivery and that it was unethical to have charged me an additional $150 storage fee without having a scheduled delivery. I explained that the delivery needed to be scheduled that day or I wanted to receive a full refund. Appliances Connection then sent a ticket response providing the tracking number ** and phone number 1-800-831-4393 to schedule the delivery. I called this number at Road Runner at which time the customer service representative at RoadRunner Transportations explained that there was still a balance for storage fees.

I explained to the representative all the details of the last week and that storage fees had actually been paid to Appliances Connection. She delivery would be made because of the storage fee balance. I requested to speak with a manager. The representative at Roadrunner Transportation then put me in contact with “manager” Kathy ** at **. Kathy confirmed there was still a storage balance but that she would look into the matter and schedule delivery for Monday, August 3rd.

On Monday, August 3rd the furniture was delivered. The driver asked my husband to sign for delivery. My husband Matthew ** said he was not comfortable signing for a product that was unopened. They began opening the furniture that was poorly packaged in damaged boxes. At which point my husband and the driver realized the patio set was incomplete and was missing a piece of furniture. They also were able to identify the furniture was extremely damaged. One arm on a chair was bent and mishaped. Another chair had broken wicker weave and a hole in the side of it.

My husband refused the delivery. I called Kathy ** and informed her of the damage and that we were refusing the delivery. I asked Kathy to please refund me my money. She said that she could not do that, that I or Appliances Connection would need to file a claim with the Manufacturer Kathy Ireland and the process takes several weeks. This is unacceptable. I have submitted a ticket to Appliances Connection in writing expressing I want to be refunded $1969.87 for the 8 piece set, $11.63 for the furniture clips, and $150 for the storage fee. Appliances Connection is being unresponsive.