AJ Madison

We spent $20,000 over the last three years with AJ Madison outfitting our guesthouse and home. All new washer/dryer (Bosch and GE), dishwashers (Bosch and GE), stoves, and refrigerators—the works. The dishwasher in our house never worked right. We had technicians out five times in the first six months before I contacted AJ Madison. I emailed the sales agent I had dealt with for all of the purchases. She referred me to Kellee in the “Client Experience” department. This is the email I got from her:
Hello,

Thank you for reaching out. We apologize to hear you are having troubles with the unit. While AJ Madison offers a 30 day return window on un-used and un-installed items, the manufacturer provides a full year of coverage. Should the technician deem the unit non-repairable, GE with authorize a direct replacement and organize the exchange. Should you have any additional questions, please give GE a call at

Since I purchased AJ Madison’s “White Glove” delivery service and had it installed, this absolved AJ Madison of any responsibility, from their point of view. Lesson learned: don’t bother with their delivery service which was mediocre at best. Better to use someone local that you know and trust. Anyway, AJ Madison’s “30-Day guarantee” is worthless if had your appliance installed. How would someone know the appliance was defective if they had not installed it? I responded that I bought my dishwasher from AJ Madison, and I expected them to replace a defective product they sold, just as when I bought a KitchenAid mixer from Target and it went out two months afterward. I took it back to Target and they replaced it on the spot. The next email I received from AJ Madison informed me that if I continued to have trouble, they would be happy to call on my behalf to schedule service. I can do that. I DID do that, several times. After this, I never heard another word from them. I thought a retailer with the bulk of appliances they sell, that AJ Madison would have the bargaining muscle to take care of their customers; obviously, that’s not the case. Several friends had urged me to use Best Buy, Lowes, or Home Depot, which take back appliances that are defective, but I thought I’d support a lesser-known supplier for better service—my mistake. I’m so sorry I ever dealt with AJ Madison. They don’t stand behind their appliances and they don’t stand behind their word.

I have been working on contacting some one through e-mail phone call . after 27 ahead of . me 2 days in a raw, they hang up on me. "Sorry we are closed" can you believe this, after hours of on hold.
I need copy of my invoice and the warranty that I purchased to have a washer repaired.
How do we resolve this when there is no way to reach you.
Armenouhi Comstock

Thank you for contacting AJ MadisonWe have looked into your orderWe see that your rack was delivered August *, The request to return your rack was on November **, 2014A total of days had past from the date of the deliveryPlease see this quote from our website and the delivery receipt that all of our customer sign"We are not responsible for any missing, incorrect or damaged products delivered more than days after receipt"In addition "All returns must be shipped back to our warehouse prepaid.."Out of customer satisfaction AJ Madison has authorized the exchange for your rack but as it is past time to return the unit would have to be shipped back by the customerOnce the unit is shipped back as the email that was sent to you on December **, has instructed we can move forward with your orderPlease also note that email had the statement "Please note- the item must be sent back prepaid, via a freight carrier, ( [redacted] is not an acceptable freight carrier) within business days of this email."Although that time has past as well we will still be able to assist youWe look forward to helping youHave a pleasant day

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] My concerns have not been addressed/answered in the company's response: 1) When we placed our order, the online advertisement indicated that it would be ready to ship on Why advertise this if it is not true I have received multiple promises on new dates which have come and gone Now, I don't even get a response when I request status This is unacceptable When should I expect my order to be shipped? 2) If this is only an issue for the [redacted] stove, then please ship the dishwasher Summarize what is on back order and what is not Ship any items not on backorder We need our appliances and we also need the serial numbers for the rebates 3) We need the serial numbers for our rebates! Getting the serial numbers to the rebate company is time limited What will happen if I don't receive my appliances in time to qualify for the advertised rebates??? Will I be reimbursed? 4) When I asked to speak to your affiliate marketing department to discuss my [redacted] click through issue, the representative on the phone hung up on me Please contact me to discuss why my [redacted] click thru was not properly applied Please review who spoke to me about my order because they hung up on me when I asked to speak to a [redacted] Thanks In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

30% restocking fee, which you don't see as it is hidden on their web page. Go to bottom of their page, click on return policy and almost to bottom of that page does it state a 30% restock fee. So many back complaints regarding this company out there, so that must be how they make their money. Don't purchase from this company. Bad news. Product didn't fit and now I have to pay almost $100.00 to not own something plus shipping charges. As interior designer, I would not recommend this company. Plus, they email you, asking to respond with "I AGREE to return policy", and want photos of product to verify they aren't damaged before issuing a return authorization number. What a crock, they have you over a barrel!

Thank you for shopping at AJ MadisonWe have looked over your accountWe see the unit was purchased in 3/**The only call we have received was in 4/ [redacted] requested a proof of purchase for bank program the customer was associated with.It is now 1/**, unfortunately the unit does only come with a year manufacture warranty and no extended warranty was purchased with AJ MadisonThe manufacture may offer an extended warranty on major components for your unitIf you have any other questions please contact either the manufacture or AJ Madison customer service for assistanceHave a pleasant day

The customer received delivery on December [redacted] (please see attached signed proof of delivery)Stated on the signed Proof of Delivery is the return policy as well, which states “You must contact us within hours of receiving your item if the product is damaged or does not meet your needs” The customer emailed AJ Madison at 8PM (after business hours on 12/**) the email is not recoded or seen until 12/*, one week after delivery.(please see time stamp on customer email) [redacted] [redacted] *** [redacted] [redacted] Inquiry: Could it get any worse, it took you two,and half weeks todeliver this machine, came without rebate promised of when Purchased sentemail yesterday of course no reply and now the machine sounds Like it is going to fall apartDoes not spin correctly leaving the laundrysoaking wetThis is disgustingYou need to refund my money come and get thispiece of garbageThis is all too unrealHow,dare you sell defectivemerchandiseUnbelievably irate Someone better take care of this immediatelyThis is just sickeningAJ Madison immediately set up service for the customer with the manufacture to receive confirmation that there is in fact something wrong with the machine.In accordance with the manufactures policy, as stating in our policyThe customer to this day refuses to accept service, free of charge under the manufacture warranty, to allow them to confirm the customers complaints.Once the customer accepts the manufactures service the order can move forward.Please have the customer contact our customer service department and we would be happy to assist the customerHave a pleasant day At this point in time there is no proof of an issue with theinstalled units as the customer refuses to allow service to inspect/ confirmany issuesTell us why here

Thank you for your communicationWe have looking into your order and see your order has already shippedYour tracking number with [redacted] is [redacted] You should have received a shipped email with this information as wellIf there is anything else we can help you with please contact out customer service department and they would be happy to assist you Have a pleasant day

Thank you for shopping at AJ Madison As you had placed a charge back on the account through your credit card company, they have already refunded you for your order Have a pleasant day

Thank you for your responseSir, the claim that the unit is not installed but DOA is a contradictionAll items are able to be added to the cart and even check out but as we do not charge until an item ships a back order email will be sentThis allows customer to hold a price and receive allocationIf you will allow AJ Madison to pick up the unit and refund you we will be happy to due so We have overridden many AJ Madison policy's to resolve your orderAs there is no proof that the unit is in fact DOA as you have refused serviceThis is the only option AJ Madison is willing to provide you asFurthermore, as the unit was moved from the delivery location to an unknown address the unit will need to be returned to the location or the address provided to our trucking company for approvalPlease confirm you will allow is to pick up the unit and refund you in fullIf this is not agreed to there is nothing more AJ Madison can do for youPlease confirm and we can set up a pick up with our trucking companyHave a pleasant day?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: We are just going in circles hereEverything has been said and re-saidWe could not return the unit for a refund because we had the granite counter top cut to those dimensionsThe dimensions were non-standard, so we were stuckTrust me, no reasonable person would have continued to go through the return process that we did unless they had no other choice I will not accept a solution that does not include a partial refundI hope other consumers will read AJ Madison's responses that effectively say, "Sorry, we know we sold you a low quality unitWe know you had a terrible customer experienceBUT, we can't help you because it's our suppliers fault - a supplier who's appliances we still actively sell." In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Blaming the manufacturer now for delays is not acceptableIf the product was not in stock, it should have been clear on the website.This item was at a discount available from several providers at the timeAs a resolution AJ Madison is asking to cancel the order when the price has gone back up, this is not a fair solution and rather a loss for meI have not had issues with AJ Madison in the past however, I want my supplier to be reliableCan I count on AJ Madison's word to provide products at the advertised prices in the time they promise? Using Revdex.com is the only forum/choice I have to try to compel AJ Madison to keep their promiseDespite the issues with their supply/chain and relationships with the Vendor for which they are responsible, I feel they still need to keep their promises to the customer.How AJ Madison handles this will be a lesson to others as well as for me in the future when thinking of doing business with AJ Madison, especially during the holidays In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Here are copies as per your request

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: AJ Madison has done nothing to address my issueAll you have done is respond to the last part of the story, that yes, the cooktop now works - Months after it was ordered! You did nothing to address the time, effort, expense, and frustration of installing , uninstalling, repackaging, returning, unpackaging, installing cycle that we experiencedWe are well aware of the fact that [redacted] is a separate companyIt was your choice to market and distribute their productWe want half the purchase price refundedWe've dealt with AJ Madison's customer service already with zero success In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are sorry to hear that there is a problem with the unit you receivedYour product comes with a year manufacturer warrantyWhen a service technician comes to your home, they will repair the unit for freeIn addition, the manufacturer will not authorize a replacement unit unless one of their service technicians deems the unit not fixableThe below notes are from the service company the manufacture sent to you free of chargeA Best Service representative spoke to [redacted] on ,and the technician arrived to service his appliance on No one was home, and multiple calls have not been returnedFurthermore, a note was left on the consumer's doorBest Service has not closed the service ticket yet, and will attempt to contact the consumer once more.If you need to have AJ Madison set us service again so service can come out to look at the unit to confirm your issues please let us know at [redacted] Once they come out and are allowed to confirm then claims AJ Madison can then speak to the manufacture on your behalfWe look forward to hearing from youHave a pleasant day

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: It's really pathetic , their answer Time stamped How can ny state allow such fraud Attempts were made by calling this pathetic company the day after arrival when we discovered it did not work They are complete frauds and liars All over the internet on just about every known consumer outlet the story is the same They claim they do not recieve messages in time Would not ny state find this to be completely a fraud and a rip offHow many times are we goingTo go back and forth with the same redundant answers As we have said on numerous occasions we are no longer dealing with this fraud of a company They were contacted by phone which would not record a complaint the next day, hung up constantly due to the fact they were never available to answer the phone And to stand on minutes and seconds is a crime and fraudulent Because this is made public, we will ONCE AGAIN make our response We are NOT dealing with this fraud company , they need to send a truck and pick up this piece of garbage and be done with it We have filed several complaints with various agencies along with the credit card company to stop this fraud from happening to any other customers AGAIN it is all over the internet as to the fraudulent pathetic company this is Our only mistake as not doing enough research on the continued multitude of complaints and disgusting horrible rip off customer service they claim to offer AGAIN we are not going to accept anything other than their picking it up on the truck they,left it off Everybody is a vendor for,the manufacture , to have the nerve to pawn it off on their customers and if maytag cared enough about there reputation they would never put a customer through this There are numerous customers complaining about the same thing , and the Revdex.com ny state doesn't seem to take it serious Any vendor known to man would simply take the machine back due to,it not working or not what it should,be Previous correspondences never mentioned the clause about hours all of a sudden when they are called on it suddenly there is a time stampHuh, what a joke An excuse they are using to fraudulently rip off customers AGAIN, they need to do the work, not there AGAIN, WHAT DO YOU THINK WE HAVE BEEN USing FOR LAUNDRY ALL THIS TIME A ROCK Who in their right mind would accept a expensive unit that doesn't work right out of the box And they are liars, they did not set up service immediately , that wold have been the day after we recieved it The pathetic company they use, called several days later assigning a time, when they knew in fact that we had sent a email and made several attempts to contact them before that date If this Fuad company thinks we are going to wait a week along with the nearly three weeks it took them to get here before we do our laundry , their dreaming They knew right away it did not work and did not wring out clothes laving us with sopping wet clothes and are fraudulently ripping off their customers under a pathetic excuse of a warranty Any vendor offers the same manufacturer warranty, however a reputable and non fraud company would take it back immediately and refund their customers money AGAIN this is the m.oThis company operates under thinking that all their customers will tolerate such fraud AGAIN , the only resolution is to come and get this machine out of our garage We will have nothing to do,with this fraud, and will do everything to stop others from going the ought the same thing If they care a put their customers so much, why have we not heard one word from them since December *** Not one word, not one response by email, not one phone call E reason why there may be minute and second lapse for a weekend what a fraud and a joke, is because they are impossible to contact in a timely fashion Of journey all purposeful ,Nothing but fraudulent liars And the Revdex.com of ny state must stop them What is it going to take Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The unit was delivered and upon first use it did not work properly The repairman noted, and I took pictures of the tumbler, which showed previous use As the repairman said to me, he cannot be sure that other parts of this dryer have not been tampered with That is the reason that a replacement is warranted Fraud is involved here I have asked that a rep from [redacted] / [redacted] come and inspect the used tumbler, I took pictures and sent them to both AJ Madison and [redacted] , and that has been completely ignored by both AJ Madison and [redacted] Replacement of the tumbler may or may not fix that particular problem, but someone somewhere tampered with this dryer, and AJ Madison is the company I purchased this unit from, and they should be providing me with a replacement dryer There is obviously something seriously wrong with the order, purchase and delivery systems of [redacted] ( [redacted] ), and AJ Madison, when the dryer was tampered with before or during the delivery process I ordered a new dryer, I received a dryer with used parts, and asking for a replacement dryer is the only resolution that will satisfy me, and is a reasonable request for a product that I paid over $1,for In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: After you promised that the range would be delivered on Monday which was my biggest reason for agreeing to the credit, it didn't show up until Friday As has become customary I sent your customer services department an email on Tuesday to see where it was and no one ever responded to me In addition, when I got the range, one of the legs was badly dented, which I have included a picture of here Worse however is that the pallet inside the box had a nail that was not hammered in all the way and when the delivery drivers dropped the range off, they set the box down and pushed it on the wood floor and scratched a huge section of my wood floor that will have to be replaced This has been far and away the worst buying experience I have ever had with a retail store I demand another $off for a damaged product and replacement of my floors Otherwise, you guys can deliver me and install me a new one and come get the old one Up to you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Thank you for shopping at AJ MadisonWe are sorry to hear the that were was a manufactures shipment delay on this order.We do see your order shipped out on 12/ [redacted] and was delivered to you on 12/**If you have any other questions please contact [redacted] We are sorry for any inconvenience this may have caused.Have a pleasant day

Hello ***,We are sorry you are having trouble with your dishwasherSince the pictures you sent us shows the unit is installed, we have scheduled a service appointment for youThey will come to your home and adjust the unit for you so that it is in perfect conditionThe appointment is with *** [redacted] for December*, between ***The confirmation number is [redacted] Their number is ###-###-####.Please have a copy of your invoice with you at the time of your appointmentIf you need to reschedule that appointment, please call [redacted] at ###-###-####.Thank you/**Customer SupportAJ Madison [redacted]