AJ Madison

My experience started off bad right from the start when I placed my order. AJ Madison called me to say my credit card was not approved. When I called the credit card company they said there was no problem and the transaction had been approved. After getting the AJ Madison rep on the phone along with the credit card company the rep was very rude, even the credit card person made reference to how rude she was. The order was placed and it took a month to get the dishwasher. No indication that the order was on back order, out of stock, or really any communication whatsoever from AJ Madison. When the order did finally get delivered the delivery company was supposed to deliver between 6:00pm and 9:00pm but never showed up or called until after 10:00pm and said they still wanted to deliver it. We said ok because we were afraid if we didn't we would never get the dishwasher. They finally delivered it after 11:00pm. Thankfully the dishwasher appeared to be in good condition with no problems.

They sold me a used appliance that arrived dented and lights don't work. These people are crooks. They don't have "pristine" customer service and never will. Look at the elderly lady who finally got a return authorization for her used double oven and never got a refund. There must be someone, somewhere that can take them down!

Review: AJ MADISON SOLD ME DEFECTIVE MACHINE AND REFUSE TO EXCHANGE OR REFUND.Desired Settlement: EXCHANGE/REFUND

Business

Response:

Thank you for your email. We have looked into your order and see you have been informed of the pick up of your unit. Please have the unit in its original packaging sealed, and ready for pickup immediately.Have a pleasant day.

Consumer

Response:

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] No pick is scheduled as of today and no refund issued as of 05/**/2015.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your email. We see your unit had been picked up and a refund check has been mailed to you on 6/*/15 check # [redacted] for $1119.63. Have a pleasant day

Review: Online purchase of an LG WM1377HW washing machine (with built in heater element!) plus third party extended warranty on December**, 2014 for U$ 1,090.00. Original item arrived transport damaged on 12/**/2014.

Case opened with AJ Madison. Replacement delivery 01/**/2015. Replacement item still not working as advertised. According to LG customer service (phone recored available) this particular model has no built in heating element. The item was ordered specifically for the internal heating element. The item does not as advertised and/or described "boost the hot water temperature for Extra Hot, Hot and Warm settings". The water temperature remains tab cold. The item did not work from the beginning, in other words the items was DOA (dead on arrival). The customer requested an immediate exchange for an out-of-the-box- working item. AJ Madison refused the customer's request and tried to force the customer into a Warranty repair.The customer is legally entitled to receive a brand new working item. The customer does not need to accept a repaired item in lieu of a brand new working item, particularly since the item did not work properly out of the box. Furthermore AJ Madison did not provide proper refunds for the original transport damaged item. The customer was billed and has paid in full on December **, 2014 and as of February **, 2015 has still not received a working item, proper refunds and/or third party warranty contracts for the replacement item. Additionally the customer had incurred expenses due to the non working item and the customer's urgent need for a substitution. The customer at this point also claims any and all related expenses, including but to limited to temporary substitutions and/or other relieve.Desired Settlement: • Replacement item for a brand new out-of -the-box working as advertised and/or described item

• Proper refunds and re-billing of the 2nd replacement item at the date of re-delivery of such replacement item,

• Issuance of a new third party extended warranty contract for 5 years for the 2nd replacement item as a courtesy for the inconvenience,

• Refunds for any and all expenses incurred due to this situation.

• Written personal reply from the [redacted] as well as [redacted]

• All these demands are contingent upon a brand new out-of -the-box working as advertised and/or described replacement item

• The customer reserves the right to his/her personal and/or data privacy and any such information may under no circumstances be publicly (or elsewhere) displayed, published, stored and/or distributed, etc. what so ever.

Business

Response:

Thank you for your communication. Good Afternoon, AJ Madison is a large corporation. The [redacted] does not respond to these inquiries and [redacted] does not work at AJ Madison. Customer service handles these issues and very happy to help you.We are sorry you are unhappy with the unit and want you to be able to purchase and have a unit that fits your needs. We can pick up the unit and issue a full refund, or we can arrange warranty service. Please let us know which you prefer. We do not have another unit to send you as this unit is out of stock. Our customer service team has made this offer to you but you have refused. Please understand these are the only two options available. Our customer service team is awaiting your response. Have a pleasant day.

Consumer

Response:

We 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 size of a corporation is irrelevant if communication is personally addressed to specific person(s) and/or officers of such a corporation. It only shows how a company elects to do business and/or handle sensitive and potentially legal customer care issues.We are dealing with corporations much larger than AJ Madison on a daily basis and never had or have any issues and/or plain refusals of communication with corporate management, officers, including but not limited to [redacted]’s, [redacted]’s etc.As we now have numerous times and explicitly explained the customer's demands, and since a Revdex.com dispute is pending, we have to inform you that the customer insist in the appropriate exchange for a brand new out-of-the-box working item. The customer is legally entitled to receive such an exchange and is prepared to protect his legal rights.Your argument: "We do not have another unit to send you.” is unacceptable since by your own admission AJ Madison is a large corporation, thusly the proper exchange as demanded by the customer can and shall not be the issue. A “large corporation”, such as AJ Madison should have no problems what so ever obtaining items from the respective manufacturer in a short amount of time.The customer’s complaint stands! In addition we refer to our extensive prior correspondence.The customer also reserves the right to file additional claims, including but not limited to legal actions with the Department of Consumer Affairs and Protection, due to AJ Madison’s plain unwillingness to provide the customer with remedies to which he is legally entitled.The customer continues his dispute until such time as a customer acceptable agreement can be reached. At he same time the customer herby demands to receive any and all corporate information including but not limited to direct contact information (phone number, mailing address, email, etc.) for the corporate officers for AJ Madison, Inc.Furthermore, AJ Madison’s most recent statement that, “We do not have another unit to send you as this unit is out of stock” is not corroborated by AJ Madison’s online order option (order form dated March [redacted], 2015), where no mention is made that the unit might be out of stock and an additional order will go through just fine. Also our research indicates that there is no shortage of the items in question from the manufacturer. Additionally, a recent phone inquiry to AJ Madison’s order line [redacted] further proofs that the requested item is definitely in stock since AJ Madison’s sales personnel confirmed availability/in stock and was ready to ship the item in question and followed up with the appropriate “sales quote” dated March [redacted], 2015.Thus, and contrary to their statement(s), AJ Madison could easily order and/or ship/provide another unit from their warehouse and/or the manufacturer, since the item is clearly in stock and certainly not discontinued. This leaves the impression, that the company simply does not wish to provide the customer with proper customer service.Clearly “the only two options” that AJ Madison wants (!) the customer to agree to are not the only options! The customer would be willing to wait for the replacement item for a reasonable amount of time, with the proper interim credit, if availability were a legitimate concern. However, the customer will only accept a brand new, un-repaired, non-refurbished, factory sealed, working out-of-the box replacement item. The customer has already suffered additional hardship and expenses due to this ongoing situation!The customer also will proactively insist in yet another replacement unit, should the respective exchanged item again not work properly out-of-the-box!The customer’s complaint stands as described!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your response. Sir, the claim that the unit is not installed but DOA is a contradiction. All 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 sent. This allows customer to hold a price and receive allocation. If 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 order. As there is no proof that the unit is in fact DOA as you have refused service. This is the only option AJ Madison is willing to provide you as. Furthermore, 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 approval. Please confirm you will allow is to pick up the unit and refund you in full. If this is not agreed to there is nothing more AJ Madison can do for you. Please confirm and we can set up a pick up with our trucking company. Have a pleasant day. ?

Consumer

Response:

We have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that the complaint has NOT been resolved because:

MESSAGE FROM BUSINESS:Thank you for your response. Sir, the claim that the unit is not installed but DOA is a contradiction. All 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 sent. This allows customer to hold a price and receive allocation. If 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 order. As there is no proof that the unit is in fact DOA as you have refused service. This is the only option AJ Madison is willing to provide you as. Furthermore, 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 approval. Please confirm you will allow is to pick up the unit and refund you in full. If this is not agreed to there is nothing more AJ Madison can do for you. Please confirm and we can set up a pick up with our trucking company. Have a pleasant day. CUSTOMER REPLY:Please direct this email to AJ Madison’s CEO, [redacted], personally:We herby request reply correspondence from the addressee!With reference to all of the customer’s extensive prior correspondence (which, for consideration, will not be repeated here at this point), the customer continues to disagree with AJ Madison and/or their unwillingness to clearly confirm and agree to the customer’s very reasonable solution efforts and/or proposals.Additionally the customer vehemently rejects any innuendos, allegations, slander, and/or accusation such as: “the claim that the unit is not installed but DOA is a contradiction.”• Upon initial delivery naturally and logically the unit had to be briefly hooked up to verify proper functionality. Upon initial testing the unit immediately appeared to not function correctly (DOA). AJ Madison was informed about this immediately. The unit was hooked up only for a very brief period of time which was necessary to verify proper functionality. The unit has not been "installed" since. Therefor it is no contradiction at all that the item was at one point hooked up, but due to the lack of functionality no longer is!Clearly an item needs to be first “installed” (hooked up) in order to verify it’s proper and full functionality. This cannot be construed as the item being installed permanently and/or otherwise. The customer also and vehemently rejects any such notion. Clearly the item’s functionality cannot be verified while the item is still in it’s original packaging. AJ Madison continues and tires again and again to discredit the customer with (ever new) statements (i.e."there is no packaging”, “We do not have another unit to send you as this unit is out of stock.”, etc) which all have been disproven at this point. This is a highly questionable, unethical and dishonest business practice. • In regard to proof of availability of the item, AJ Madison clearly admits to false advertising and misleading customers through their website, if they claim that “All items are able to be added to the cart and even check out but … a back order email will be sent”.Any reputable online business will alert the customer prior to ordering (and information input!) that the item is “out-of-stock”, “back ordered”, etc. and NOT have the customer spend considerable and valuable time to input sensitive information, when the customer meanwhile could have ordered elsewhere without spending useless time, effort and providing sensitive and personal information to AJ Madison, only to receive an email of unavailability, but with AJ Madison now in possession of sensitive and/or personal information.Other customers have reported (also to the Revdex.com) similar practices by AJ Madison and even called those “phishing” and/or “bait-and-switch”. Clearly a practice that would call for more investigation.Independent of any on-line ordering on AJ Madison's website and/or AJ Madison's statements thereto, AJ Madison’s phone representatives, clearly advised that the item (LG Washer WM1377HW), at the time of inquiry, was in fact in stock and was able to ship immediately!(records available)Any claims of AJ Madison’s to the contrary have therefor extensively been proven to be inaccurate at best.• Whether or not the item was moved from the original delivery location is totally irrelevant in this case and has nothing to do with the lack of functionality and/or the resolution of this case. This is yet another failed effort of distraction and/or misleading by AJ Madison.• Although AJ Madison claims that they have “overridden many AJ Madison policy's to resolve [the] order”, the customer strongly disagrees with this statement, as AJ Madison, until today has not agreed to, considered, discussed, confirmed, etc any of the customer’s very reasonable requests and/or resolution proposals. Additionally AJ Madison seems to ignore that the/any customer is protected by a variety of consumer protection laws, independent from any vendor’s business policies and/or practices.• AJ Madison has also numerous times reaffirmed their unwillingness to resolve this case in a reasonable manner and with any consideration to the customer’s numerous resolution proposals.As a matter of fact, AJ Madison tries to strong arm the customer by insisting that, “there is nothing more AJ Madison can do”, "This is the only option AJ Madison is willing to provide", etc.The customer would not engage in complaints, disputes and/or other time and/or money consuming efforts and would further not offer easy, reasonable and acceptable dispute solutions, if the unit was working satisfactory and as advertised and/or described. The unit did not work out of the box and is in essence DOA. Due to the fact that this complaint is now stretching over 4 months, the customer suffered sever hardship, financial and otherwise. AJ Madison again clearly indicates that they are not interested in any of the customer proposed solutions, which would quickly, easily, reasonably and with NO disadvantage to either party settle this case.Please also note: the customer does not have to accept service, as provided by law, if an item is dead on arrival (DOA) and/or otherwise not operational out-of-the-box. This would put the customer at a serious disadvantage and the customer would receive a repaired/refurbished item instead of a brand new working-out-of-the-box item.Therefor the customer cannot agree to something which would put the customer at a considerable and serious disadvantage.• Also, AJ Madison has as of today not complied with the customer’s demand, including but not limited to the customer’s final demand, to receive any and all corporate information, including but not limited to direct contact information (phone number, mailing address, email, etc.) for the corporate officers for AJ Madison, Inc. The customer’s dispute and/or complaint stands as described in the current and extensive prior correspondence, including but not limited to the Revdex.com complaint and pending case ID #[redacted] (among others) and will be forward to the proper departments and authorities for further action.The customer continues his dispute until such time as a customer acceptable agreement can be reached. Since the customer is and was forced to spend considerable amounts of time on this case (due to AJ Madison's unwillingness and/or business practice), time the customer is usually and regularly finically compensated for, the customer now reserves the right to charge for representation and/or his/her time spent to resolve this case retroactively for the past, the present and the future at his professional rate per hour.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Order placed Nov. ** and promised delivery in 2 weeks. After many calls and hours on hold, company said shipping company could not deliver because of weather, but there had been no snow or ice at this location, so that could not be true. After many calls and hours on hold and being cut off again and again, AJMadison connected me to shipping company and shipping company promised to deliver Dec. **. They did, at 10 p.m., but did not have the fridge ice maker, a separate item, on board. Said it would be delivered in a few days. After 2 weeks, still not delivered. Shipping company puts me on hold and cuts me off. Yesterday aJ Madison said contact shipping company., but their message machine said its full. Now I am on phone with AJ Madison and on hold for hours. A rep came on, I told her the problem, and now I am on hold again.Desired Settlement: Delivery of order and AJMadison provides compensation for their service and for my time spend on hold.

Business

Response:

Thank you for shopping at AJ Madison. We have looking into your order and see the ice maker was shipped and delivered via [redacted]. Tracking: [redacted]If you have any other issues please let our customer service know and they will be happy to help you. Have a pleasant day.

Review: Delivered a fridge that did not make ice...was broken on the bottom.Charged us $250 for a door reversal, sent 3 different teams of guys, none of whom knew how to do it.I was placed on hold 5 separate times for over 25 minutes each time, no one would talk to me.Desired Settlement: What I was charged for...and someone to actually pick up the phone and stop hiding.

Business

Response:

Thank you for shopping at AJ Madison.

We do apologize for issues that took place with the door reversal.

We do see you were refunded for this service as it had to be completed by the manufacture.

Your refund was processed on 1/**/2014.

Thank you and have a pleasant day.

Review: We ordered a new microwave. When we received the packaging was in good order so we accepted delivery. As soon as we opened the box and got out the front door had severe damage and the lower left front had serious damage. The door does not close and the unit does not work. We contacted the seller 5x to no avail/no return call. On the [redacted] we spoke with their customer service and were told to take pics and send along with serial # which we did. We received a reply from them that we're stuck with the unit because we opened the package and set the unit on the counter and we should have refused delivery if it was damaged. After much research on the internet regarding this company we've come to find this is a common practice for them. They sell damaged goods as new and then refuse to exchange/refund because the buyer opens the box that shows no sign of damage. A simple exchange for a truly new unit is all we asked. They said no [redacted]Desired Settlement: [redacted] Pay to play is fine in 1990 NYC but know that the consumer is armed with information and the internet you all should address your pay to play model and give fair, realistic ratings based on the companies merit. AJ Madison has so many complaints about their business on Revdex.com and on other sites all over the internet that it [redacted]

Business

Response:

Customer received a replacement unit as the unit the customer had in there home had been discontinued.

please see email between the customer and AJ Madison.

On Nov **, 2013, at 10:37 AM, "[redacted]" wrote:

> Thank you for placing your order with AJ Madison.

>

> This email is to confirm that we are replacing the microwave you currently have with a newer model due to defect in the original one shipped to you.

>

> The new model number is [redacted].

>

> As you have stated that you no longer have the box for the unit you currently have and the manufacture will not take the original unit back with out the same model box, you can dispose of the unit you currently have as you see fit.

>

> The new order is being processed now and you will receive a email once the new unit ships.

>

> Thank you for your understanding and patience in this matter.

>

> Have a pleasant day.

>

> Thank you,

> Customer Support

> AJ Madison

> [redacted]

> [redacted]

The customer responded:

Re: AJ Madison order [redacted]

Thank you [redacted]! We'll donate it to [redacted]

The customer is now satisfied.

Consumer

Response:

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:

They sent us another broken one! The actual microwave works but it was a damaged unit on the outside. One of the legs is broken off so we have to stick a support under it to keep it level.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer received the unit on 11/**/13.

The customer has to this date( 1/*/13) never contacted us stating there was another issue with the new order.

If there is an issue after 30 days the unit can be serviced and is covered under the 1yr manufactures warranty.

Review: I ordered a clothes dryer online from the business. When it was delivered, both I and their delivery crew noticed a small dent in the lower rear corner of the unit. Because the damage seemed very minor and cosmetic, and no other damage was apparent, the delivery crew advised me to accept the unit and that they would contact the business for a small discount on the item. This seemed reasonable and satisfactory. I installed the unit that evening, and discovered far more significant damage upon operating it. First, the plastic casing on the door scraped the metal housing slightly when opened. When the unit was turned on, I could near a louder-than-expected buzzing and grinding. Additionally, some clothing items became stuck in a gap between the lint trap and the metal housing inside the unit, damaging the clothes beyond repair. Upon closer inspection, I could see that the metal housing inside the unit was dented and damaged so the lint trap could not sit flush with the metal. This damage also caused the door to scrape the metal housing. I contacted the business several times over the next few weeks via email and phone. In the first response, they asked for pictures of the damage. After sending them photos, they said they would send out parts and a repairman to fix the problems, but that they needed clearer pictures to see what parts they needed to send. I explained to them several times that parts would not fix the problem - that the issue was with the dents inside the unit that a repair person would not be able to address. Many times I got a busy signal when I tried to call, and email responses were delayed each time by several days - in one case it took them a week to respond. In each response from the company, I was asked to send more pictures and describe the damage more fully because it wasn't clear from the photos what the problems were. I explained that the metal housing damage is difficult to see with the eye in person, let alone in photos, however the pictures of the damage near the lint trap are obvious. I repeatedly asked them to send a replacement because I paid for a new, working unit, and this one could not be repaired. They finally told me that they would not replace it because the unit was installed. I explained to them that I would not have known how severe the damage was until I installed it. They still refuse to replace it.Desired Settlement: I want them to replace the unit or refund my money in full.

Business

Response:

Good Afternoon,

This is in reference to our mutual customer [redacted].

The customer placed an order with AJ Madison on July [redacted], 2013.

The customer received delivery on August [redacted], via [redacted]. The customer first contacted us on August [redacted], after the unit was installed, stating the unit is damaged and is not working properly. We also confirmed with the customer that he does not have the original box.

Attached, is a copy of what the customer signed at the time of delivery. The delivery receipt clearly says the following:

"There is a dent on the side. Customer to call to store since it was 8pm and store was closed."

The customer signed this paper which clearly states this information. There is nowhere that it says the delivery company will contact us about the damage on the dryer.

The customer decided to install the appliance without confirming with us first as to how he should proceed. If the customer would have contacted us before installing it we would have replaced the unit for the customer without a problem. The customer decided to take matters into his own hands and install the unit. By the customer deciding to install the unit on his own he is accepting that he’s keeping the unit as is.

Unfortunately, once the unit is installed and there is no original box we can’t accept a return on the unit. Out of customer satisfaction, we offered the customer to set up an authorized service technician to repair the unit. In addition, we offered the customer a free extended warranty.

We explained this to the customer over the phone and then sent the customer a follow up E-mail:

Good Morning [redacted],

We are sorry to hear that you would like to return the unit which you purchased.

Please be advised that AJ Madison is an authorized dealer for the manufacturer.

When a customer makes a return, we return the product back to the manufacturer.

Unfortunately, the manufacturer does not accept back a unit once it has been used/installed. Therefore, it is made clear on our website that we cannot accept back a return on a used/installed product.

Please see the following disclaimer from our website in our Return Policy section:

'Any product that has been installed or has attempted to be installed cannot be returned'

AJ Madison wants all of our customers to be fully satisfied with the units they are purchasing from us. We provide pre-purchasing tips on our website which strongly urges you to measure your space before deciding on the model that you will buy. AJ Madison strives for customer satisfaction, however we cannot accept back an installed appliance. We do sincerely apologize for any inconvenience but unfortunately, we cannot honor your request to return the unit.

However, we can order new parts and have an authorized Whirlpool technician come out and service your [redacted] dryer to bring it to top working condition.

Please instruct us to which parts you would like us to order for you:

Additionally, out of customer satisfaction we would like to offer you an extended warranty on your unit [redacted]. You will be covered for parts and labor for one additional year after the manufacturer's warranty expires.

Please provide us with the serial number from your unit so we can proceed with setting up service and send you the extended warranty.

We apologize for any inconvenience this may have caused you.

Have a nice day!

Thank you,

Customer Support

AJ Madison

_____________________________________________________

AJ Madison strives to provide service at its best. We put in a lot of effort to make sure we provide and maintain a high level of customer satisfaction. Unfortunately, once a unit is installed/used we can’t accept it back.

Please let me know if you need any additional information.

Thank you,

AJ Madison

Consumer

Response:

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 company continues to insist that I "took matters into my own hands" by installing the unit and disposed of the packaging. I did not do this. The company's delivery crew advised me to accept the unit because the damage appeared very minor and cosmetic on initial inspection, told me I would receive a discount for the item, and they disposed of the packaging. I have repeatedly told them that I would not have accepted the item had I known that the damage was more significant, had I not been advised to accept the unit by the delivery team, and had their policy regarding returns of the item been made clear to me before the unit was installed. The issue is still not resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are sorry to hear about the issues you have been having.

We here at AJ Madison strive to provide the best customer service

possible.

As stated on the web site you have ordered from we cannot accept

units without the original packaging. This was also listed on the BOL that you

have singed.

I do see you have accepted service for this unit to adjust

the unit the manufacture specifications.

If there is anything more we can do in regards to service please

let us know. We would be happy to assist.

Again we do apologize for any inconvenience.

Review: Upon delivery of a [redacted] gas dryer (AJ Madison inv #64109765, 01-02-2015), I signed the delivery as in apparent good condition. The appliance was delivered by STI. The next day I noticed denting from underneath which was not visible upon initial observation, and that is why STI delivery invoice indicated no damages. Upon filing a damage claim with STI, STI reimbursed me 1/2 the cost of the estimated replacement for the dented dryer panels, including front, side and base panels. STI stated the other 1/2 of the cost of $336.25 should be borne by YRC which initially freighted the appliance from New York to Denver, CO, by reason that the cause of the damage could not be proven due to two freight companies having shipped the appliance. I therefore filed a 2nd damage claim with YRC, which then responded that due to an agreement with AJ Madison, the customer must file the claim directly with AJ Madison if the delivery was signed off as no damages; this policy is in direct opposition to AJ Madison advertised policy. AJ Madison specifies that if the customer signs off the delivery with no damages noted, then the customer must file directly with the "shipping" company. I did do this as specified by AJ Madison, understanding that YRC was the appropriate "shipper." But YRC insists this is not the correct protocol. YRC also included a copy of the letter of understanding upon which they are relying on: This agreement is signed by Amy Moreno of AJ Madison, dated 09-15-2011. Documentation is available upon request. Brent Daughtery of YRC responded to my claim with the agreement which disputes AJ Madison damage policy. One thing seems to have contributed to my confusion: The term, "SHIPPER," which I thought referred to the freight company and not the vendor (AJ Madison). I note that YRC says AJ Madison is the "shipper." How is the customer to understand these terms?Desired Settlement: I would like this issue to be expedited. I have already replaced 3 dented dryer panels. The appliance has been operating perfectly since delivery, save for the dent which caused the dryer door to drag a bit on its hinges. I hope AJ Madison can reimburse me the remainder of the $336.25, of which STI paid the other $336.25 in good faith. Additionally, AJ Madison should make its damage policy more clear, specifying who the "shipper" is and the name of the freight company. It is also not possible for the customer to perform a thorough inspection upon delivery while the freight haulers are standing by. It is likely that customers will often need to file claims after they have already signed delivery without apparent damages, thus leading to the confusion I have been experiencing.

Business

Response:

Thank you for your email. We have looking into your account and see we have never been contacted by anyone about damage to the order stated. Please note that all damage claims must ALSO be notified to AJ Madison with in 24 hrs after delivery. Your order was delivered in January 2015. Only through this Revdex.com notice in November 2015 are we being notified of damage. Return Policy For damaged shipments, defective merchandise, or the product does not meet your needs please review our full Return Policy. -Damaged items should not be accepted upon delivery.-After signing for and accepting your item, you are responsible for all damage claims.-You must contact us within 24 hours of receiving your item if your product is damaged or does not meet your needs.We are sorry but we would not be able so file a damage claim on your behalf 10 months after the unit is in your home. If you need service on the unit, all of our appliance come with a one year manufacture warranty (unless otherwise noted). If you would like to contact our customer service department to set up a service call they will be happy to assist you. The manufacture can also be contacted to set up a service call if you prefer. Have a pleasant day

Consumer

Response:

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 states I did not file damage claim in a timely manner. Indeed filed a few days after delivery of the dryer, after noting the dryer was in "apparent good condition" per freight carrier, STI, delivery invoice. After working with the Revdex.com, STI agreed to reimburse 1/2 damage repair cost. The dented dryer panel was not noticeable upon initial inspection due to the dent located underneath front panel and appearing to be the design of the panel. See attachment showing how the dryer appeared when first delivered, with a slight V-shape to the bottom of the front panel. [redacted] technician inspected the dryer by removal about 10 days after delivery. After STI reimbursed 1/2 the cost, it advised to seek reimbursement from the other freight carrier, YRC. YRC in turn claims they are not allowed to accept claims, even though AJ Madison policy states customer must file claim with the freight carrier if customer did not note any damages to the cargo. This is the reason why it has taken 10 months to resolve this issue, with all parties claiming no responsibility for the damage which one of the two freight carriers caused. AJ Madison claims I did not file damage claim in a timely manner. That is not true. Per AJ Madison website Help Center instructions, I filed a damage claim with the freight carrier, STI (CRST), within a week after ascertaining there was damage due to freighting. Of note, at no time was damage to the operation of the appliance ever noted - it has been operating perfectly all 10 months since delivery. The dented panels had caused a drag on the dryer door, which in turn had been scraping against the dented front panel. All 3 panels were replaced recently. If AJ Madison refuses to accept its responsibility, either reimbursing the remaining $336.25 owed me in repairs, or notifying YRC that it must handle this claim, then I intend to complain to [redacted] about reconsidering AJ Madison as one of their vendors. Because of these mishandled damaged panels, the repair cost equaled 1/2 the cost of the appliance. It is outrageous that AJ Madison is attempting to wiggle out of its responsibility with its contradictory, confusing Return Policy. (Timeline of Damage Claim actions since delivery below.)A J Madison replied to me, "...note that all damage claims must ALSO be notified to AJ Madison with in 24 hrs after delivery."A J Madison replied to me, "For damaged shipments, defective merchandise, or the product does not meet your needs please review our full Return Policy."A J Madison replied to me, "After signing for and accepting your item, you are responsible for all damage claims."A J Madison replied to me, "You must contact us within 24 hours of receiving your item if your product is damaged or does not meet your needs." Contradicts stated return policy.A J Madison return policy from website Help Center: "If damage issues arise after signing for the merchandise, you are responsible for filing all claims with the shipper." Contradicts A J Madison's reply to me.A J Madison White Glove policy from website: "White Glove Delivery: This delivery includes delivery to the room of your choice. Please inspect your item at the time of delivery if you notice any problem please contact our customer service department at ###-###-####." I paid for White Glove delivery. I did not immediately notice any problem with the dryer upon delivery.09/**/2011 Letter of Understanding between A J Madison and YRC Inc.01/**/2015 Order for dryer placed. AJ Madison took 4 weeks before able to delivery dryer about 01/**/2015. 02/**/2015 STI front panel damage claim filed.02/**/2015 [redacted] authorized service inspected appliance, noting 3 panels damaged.03/**/2015 STI (CRST) reimbursed 1/2 damage and referred me to YRC for remainder. STI (CRST) "Delivery Acknowledgement: All listed services were rendered and the property described has been received in apparent good condition except as noted on other shipping documents." Dryer did appear to be in "apparent good condition" upon delivery. 03[redacted]/2015 Revdex.com Northern Indiana, #[redacted], and Revdex.com Iowa, #[redacted]. CRST notifies me that it freighted dryer to Denver, and that YRC freighted from New York to Denver. Advised that YRC pay 1/2 damage.05/**/2015 YRC declines damage claim due to agreement with AJ Madison. Implies YRC will forward claim to AJ Madison. While I await response from AJ Madison, misunderstanding YRC and believing it would forward claim to AJ Madison, I conclude no action is being taken.09/**/2015 Revdex.com Kansas, #[redacted], YRC provided copy of AJ Madison agreement. Revdex.com compels YRC to submit copy of its letter of understanding with AJ Madison. How would the customer know of this agreement when it is not stated on AJ Madison's website?11/**/2015 Revdex.com New York, #[redacted], 1/2 cost of damage $336.25 (STI reimbursed 1/2). And currently AJ Madison is claiming no liability.

Business

Response:

Thank you for you response. We are attempting to obtain a resolution for you with YRC. Once we have a response from there claims department we will follow up with your account. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this action is satisfactory to me. I have strongly felt that YRC was responsible for settling the claim and that YRC's defaulting back to AJ Madison was inappropriate. I will await resolution from YRC, but continue to expect the case to remain open until I receive compensation from YRC. I cannot as yet consider the case resolved.

Sincerely,

Review: On December *, 2014, I placed an order to AJ Madison for the gas stove model NXR#DRGB3001 (order number [redacted])

I Received an email saying that my order is received.

Since that time, I am waiting for the confirmation about either the shipping of my order or any information about the status of my order..

I am calling the AJ Madison daily for any information about the ordered gas stove (which I need ASAP).

Nobody is answering the company's phone.

I emailed AJ Madison to the email address provided on the website. No response received

It looks to me like the firm does not exist or is making money not by providing services to the customers, but rather by charging their customers for cancelling the placed orders.

Please help the customers to get true information about the function of AJ Madison in regards to their ability to provide the services they are claiming to provide .Desired Settlement: I want to cancel my order to AJ Madison as I need my order processed in a timely manner.

The reason - the company is unable or does not have an ability to communicate with their customers via phone or emails in regards to the orders .

I can not wait forever. I need the ordered stove. I need an information about what is going on with my order.

Consumer

Response:

I have received the purchased item in timely manner and am completely satisfied by AJ Madison service.

Sincerely,

Review: We received our refrigerator damaged on arrival (I have photo documentation). I contacted AJ Madison and requested that the refrigerator be picked up and our payment be applied to another unit. They simply replied that they no longer had it in stock. So I requested that the money be refunded so that we could purchase another refrigerator elsewhere. During this time they had picked up the refrigerator from the store (it was a retail display refrigerator), we also closed the bank account used to purchase the refrigerator during this time.

We are about a month in to purchasing this refrigerator, AJ Madison picked up the refrigerator, and agreed to refund the cost, but only to the card it was purchased on. The bank account had been closed, so it is quite impossible to refund the money back to that card. I asked them to simply mail us a check, just for the cost of the refrigerator not even the warranty, and they have since refused. They said they could not help me any further on these matters and quit returning all phone calls and emails for the last month, this has been a 3+mo endeavor.

I did not ask for any more than was due. I was sent a damaged refrigerator, returned it and the company refused to refund the cost of the unit. I have reached the limit of what I am able to do since they have since quit communicating with me. I am now forwarding all supporting documentation to our lawyer, I'm extremely frustrated and not sure what else to do.

They have 100% guarantees listed all over their website, it's listed that they are approved by the Revdex.com and they simply kept the $1100 our small business spent on an important piece of equipment for our store.Desired Settlement: All that I wanted was for the cost of the unit to be refunded since they weren't able to provide me with a different unit. The warranty doesn't apply since the refrigerator was never used. After all the effort I have put into this, I would like both to be refunded now. The refrigerator unit was $1025 and the warranty was $139, making a refund total of $1164.

Business

Response:

Thank you for your email. A check has been processed and be mailed shortly to you. Please allow 7- 10 business's days for the arrival. Have a pleasant day.

Consumer

Response:

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:

I am still awaiting the check. I do not feel comfortable closing the case until it is received, as they have run me in circles in the past and I don't want to provide them the opportunity to do so again. After I have my companies money in hand, then I will accept the response and close the case.Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a new upright freezer and stand alone refrigerator from AJ Madison.

When I originally contacted the company, I stated that I had not heard of them and had always shopped for appliances with another well known company locally, but that they did not have the particular model that I wanted.

The salesman spoke highly of the company and guaranteed my complete satisfaction during and after the sale.

I received a delivery confirmation for the date of delivery giving me a 4 hour window for delivery.

I contacted the company to try and narrow that window to better plan my day and make arrangements, but that was not possible.

The day of the delivery, the deliverer arrived in an [redacted] rental truck packed and stacked with appliances, TV's, and other items.

I met the delivery man in my driveway and confirmed everything. I requested that he position the truck differently to better offload the units on a slab rather than my gravel driveway. He refused to do so, and I could tell at this moment he was going to do things "his way" rather than what would be pleasing to me, the paying customer.

The man leaned the boxed appliances over and literally dragged them to the back of the truck and "threw" them back upright.

Once the appliances were off, he removed the boxes and began to insert the dolly under the first appliance.

I began looking the appliance over and pointed out the dependencies. He stated that he would make a note of these and report back to the company and they would contact me the following day and that "it happens all the time" and they are good about handling it. It was now after 4 pm locally and I would have at this time contacted the company about the issues but they were closed being an hour ahead in New York.

The freezer handle has to be installed on studs that are on the door facing and one of these studs was bent and almost out of the door. The man said it was no big issue and that he has fixed them before. He used a drill and removed the stud and ran it back into the door straight.

At this point I also pointed out a good size dent in the rear and side corner.

We got the freezer into the house and went back out for the refrigerator.

This time the man placed the dolly under the refrigerator on the opposite side from the compressor, which is the recommended lifting point for an appliance like this. I stated that it would prob be better to lift from the correct side, but he again went ahead and did it his way.

Once we got everything inside the deliverer loaded his dolly and left.

I began looking over everything again and found a dent in the side of the refrigerator where the dolly was used to lift the unit (where I recommended not to lift). I also found a part missing in the freezer and a shelf broken in the freezer. I contacted the delivery man (I had his cell number where he called me when he was close to arrival) and asked him to note these things He said he would and that they would contact me the following day.

Three days passed and I heard nothing from AJ Madison. I contacted them and made my way through the automated system, and stayed on hold for a good ten minutes or longer.

The representative I spoke with first said that she could send me the missing piece and credit me a 10% discount on each appliance, that this was the highest amount they could discount.

I called back and waited again, and spoke to someone else and requested 20% on the sale and explained everything that I had experienced, and that I was offered and received this amount in the past from the well known company that I have always used in the past for the exact same damages on a freezer. The lady gave me her email and said that I would have to send pictures of the damages, the unit labels with model and serial number information, and a picture of the original boxes.

I explained that the boxes had been outside for the three days and were not in the same condition. I also explained that I had the units in place but would try and get them moved out to take the pictures.

I called back a third time and asked to speak to the manager or supervisor.

The lady that came to the phone after another lengthy wait, said that she was the manager. She had clearly reviewed everything while I was waiting on the phone for her to take the call. She immediately without asking anything said that she does not know why I was even offered the 10% without pictures and that I needed to send the pictures for review before moving any further. I explained my reasoning again for the 20% and she let me know that they were not this company that I had dealt with in the past and should not be compared to them. I let her know that up front with the salesman that they were compared and I was told that they were a better company and that I would not be disappointed. I explained to her that these are rather large appliances and that I have no one to help me with moving anything and that I did not want to risk hurting myself or damaging my floor. I also explained that my wife had just had a baby and she could not help. She said that they would not be responsible for either. I asked was the delivery man's note of these things not enough. She then told me that the delivery company was one of the several third party delivery companies that they contract throughout the country and that no one from there had contacted them and probably wouldn't.

I finally stated that I was not satisfied and very disappointed with her company and would rather send everything back for a refund, and do business elsewhere. She told me that they should have been contacted up front, to which I explained that they were closed by the time of the delivery. She told me that they would not take back or refund anything that had been installed. I explained that our refrigerator had gone out and that I had borrowed another and had to get it returned as soon as possible.

We went back and forth for several minutes and the lady slammed the phone down and hung up on me.

I have made all of the requested pictures. I made detailed notes on each and emailed to them as requested.

As stated to the representative originally, I could "live with" the damages on the units. What bothers me is the attitude and the "after the sale" service that I have received. I have never heard of a manager of a company slamming the phone down on someone regardless of the situation. They clearly have a lack of training and do not care to please the customer after the sale.Desired Settlement: I want to return the units and receive a full refund, to purchase the appliances elsewhere.

Business

Response:

Thank you for your email. We have reviewed your file and all calls. We see we have tried to meet your request for the amount of the discount you asked for. We have sent you an email that we have not received a response to. Please note the policies listed: - Damaged items should not be accepted upon delivery.-You must contact us within 24 hours of receiving your item if your product is damaged or does not meet your needs.-AJ Madison does not accept returns for any item that has been installed, used or plugged in. All items must be like-new, in original packaging. Customer service looks forward to receiving a response to the email sent you with there offer. Have a pleasant day.

Consumer

Response:

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:

I received an email from the company offering a 15% discount if I would keep the units as is. (Email screenshot attached)Again this company has lied in saying that they offered to meet my request of the 20%.I am tired of the hassle and run-around.Please refund me the originally requested 20% so I can close this case. I have much going on and do not need the stress any longer.Refrigerator - $820.00Freezer - $620.00Total - $1,440.00Refund of $288.00 Please.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your response. As you can see from the last post it was stated "We see we have tried to meet your request for the amount of the discount you asked for. We have sent you an email that we have not received a response to." Meaning that we tried to meet your request, but did not offer the full amount you have requested. However, after review, management has agreed to the 20% discount on the 2 units you received out of customer satisfaction. Your account will be credited the 20% once the email is responded to that you will receive later today. Once you respond to the email your account will be credited in 7-10 business days. Have a pleasant day

I ordered appliances for a new kitchen from AJ Madison and I very much regret that decision. Their customer service is probably the worst on the planet. I had placed this order at the beginning of our renovation (back in June) but when it came to the delivery date (in Aug) I was told that the AC we had ordered was not available and they had to switch out the model. Plus, the refrigerator was shipped with a dented door. We were told that the issue would be resolved within 10 days and we are still trying to resolve the situation and its already end of September ... albeit after spending countless hours on the phone with them, emails, followups etc etc. which continues.
They are absolutely incompetent. Don't be fooled by the prices they offer. These guys are the absolute worst. The sales rep stopped responding to my emails and phone calls after the order was placed and the customer service reps say something and don't follow through with their promises.

Review: My Aga Legacy stove door is broken and I cannot get an answer from the company on how to get a warranty repair. The company sent me a phone number but it goes to ADT, the alarm company. I have sent 5 emails, have called 5 times but you can't leave a message. All I want is my stove fixed.Desired Settlement: A fixed stove.

Business

Response:

Thank you for your email. Manufactures info [redacted] Along with there phone number as ###-###-#### Please note your unit was sold in 2009 and it may be cheaper to get service local as you are out of warranty for almost 5yrs now.Have a pleasant day

Review: Our landlord purchased a new [redacted] washer and dryer for our [redacted] apartment from you. We were told that once the machines were installed we would not be able to return them. After our sheets ripped and water leaked in our cabinets and possibly into our neighbors apartment, we had a [redacted] person come to inform us that your technicians had improperly installed the machines - having not included a second water pipe and even more importantly having not installed a shut-off valve. After nearly a month of requests to return the machines, we are still going back and forth with your customer service person, Molly, and are going to have our lawyer contact you to seek damages if this is not resolved asap. We're busy people and have zero desire to do anything but have our landlord reimbursed for the machines she purchased. Please just pickup the machines and credit her and avoid this incredibly frustrating lawsuit that is headed your way. We have sent photos of the damage and are prepared to send you the bills for the thousands of dollars of damage you've done to our clothing, apartment, and sheets if you don't just resolve the situation. We have purchased new machines that will be installed on Tuesday. We'll gladly leave your machines on the street for you or someone else to collect. ThanksDesired Settlement: Schedule a person to pick up the machines and refund our landlord.

Business

Response:

Thank you for your email. Please have the purchaser contact us, as we can only communicate with the purchaser to make any decisions on there account. Have a pleasant day

Review: I purchased a washer (4/**) from AJ Madison to be delivered 5/* and paid in full($768.00) with a Visa Gift Card and my Visa Credit Card. I was emailed on 5/* that the machine was out of stock and not to arrive until end of following week. I emailed the salesman and picked a different washer ($120 less, he was supposed to credit back but did not). The machine was delivered 5/* and did not work correctly that evening (took 3 hours for quick load and did not drain all the way). I called AJ Madison 5/*am and they set me up with a service call. Serviceman came out 5/* and said it" was in the transmission and the tub is out of round". Service company reports to [redacted] and [redacted] states what they will do. Their only solution was to fix it as it was considered a fixable problem. AJ Madison told me they need to go by what [redacted] says and I can't return it as it was installed. How are you supposed to see if the NEW item you purchases works correctly, unless you plug it in? This is ridiculous to ask someone to accept a broken item but pay for a new one. Really?.....Pay for new, wait another week for parts for my NEW machine.....that's not right. I tried speaking to several people with [redacted] and also with AJ Madison with no luck. I had wanted a replacement(which they would not give me) but now I want nothing to do with either company.Desired Settlement: I want to have AJ Madison send their delivery service back to pick up the broken machine and issue me a full refund of $768.00 to my Visa credit card.

Business

Response:

There was no credit of $120.00 since the card was charged after the price adjustment was made. Your original invoice amount was $120.00 more then what was actually charged on 5/*/15. We apologize for any confusion. AJ Madison is a dealer for the manufacture. Once a unit is installed the unit does fall under the manufactures warranty. The manufacture will cover all parts and labor for the first year. If there is an on going issue with the unit AJ Madison can contact the manufacture on your behalf to request assistance. We are sorry for the issues you are having with the unit. Once the first service call is completed we are sure the unit will be in perfect working order. If there are still issues please let us know and we can assist you. Have a pleasant day.?

Consumer

Response:

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:

First of all, I paid the extra $100 on a Visa Gift Card, so that is the portion that need be refunded in the least.AJ Madison is still stating that I must accept and fix a washer that was purchased as brand new and came broken on delivery. They content that is was "installed" and once it is, it must then go on warranty. The machine needed to be installed to see if it worked........how else are you supposed to see if it does. To ask a customer to accept a broken item and fix it from day one is ridiculous. In any other business that I have done, if an item comes broken, it gets returned for a new, non broken item. I refuse to pay for a broken washer. I also do not want to deal with either [redacted] and more so AJ Madison for ripping me off. I will continue until this is solved to my satisfaction......which is to have the washer picked up and returned to AJ Madison for a full refund of $748.00

,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are sorry to hear that there is a problem with the unit you received. Your product comes with a 1 year manufacturer warranty. When a service technician comes to your home, they will repair the unit for free. We require service to be set up since the issue may be something due to incorrect or incomplete installation. In addition, the manufacturer will not authorize a replacement unit until one of their service technicians deems the unit " unrepairable". We have reached out to the manufacture with your issue and they will be in contact with you. Feel free to reach out to them directly as well at ###-###-####.Tell us why here...

Consumer

Response:

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:

I still have a broken machine that can not be used. AGAIN, no one should have to live with a repair to a brand new item. AJ Madison should have done the right thing for the customer. They know they will not have to take the item back as it must be installed to see if it works. Once installed,per their policy, it can not be returned. Hmmmmm, heads they win, tails I lose?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I am very displeased with this company. The first dishwasher they delivered had a huge dent in it. I called immediately the next morning to tell them. They did replace it, but the delivery person was surly like it was my fault the the first one was dented and he had to come again! When we went to install the appliance, we found out that the door was only 28" high while most base cabinet doors are 30" high. After writing [redacted] to find out what was going on, they informed me that this model was an ADA compliant model!

I went back to the original order and it was not advertised that this was an ADA compliant model and, therefore, a different size. I felt that this should have been advertised on the product page to avoid confusion. I contacted the company to express my displeasure and they have not responded. This is a $900 dishwasher so I am going to have to figure out a way to make it work anyway, but I will not use this company ever again!Desired Settlement: I would like this dishwasher replaced with the non-ADA model.

Business

Response:

Thank you for your communication. We do see your order for model SPX5ES55UC that was delivered damaged was replaced as requested immediately. Your new unit was delivered in January 2015. We see you placed your order on line and picked out the unit. Please note listed on the left hand of ever product lists the product details; where it does list that the unit you picked out is in fact ADA compliment. Technical Details Star-K Certified : No Energy Star Rated : Yes CEE Rating : Tier I ADA Compliant : Yes Approved for Outdoor Use : No Amps : 15 Voltage : 120 Volts If you ever had any questions about a unit our sales team would be happy to assist in picking out a product with you. All of our units also have the manufacture spec sheets posted for install assistance. Have a pleasant day

Review: I ordered and received a refrigerator from AJ Madison. It was delivered defective. The delivery person plugged it in and a wire shorted. The delivery person told me to refuse the delivery so I did. AJ Madison then gave me the option of repairing or replacing. I said I would be okay with the repair because I didn't want to wait 10 days for a new one so they discounted the refrigerator. It was to be redelivered on Friday, Feb. ** but the delivery truck broke down. I was told I would have to wait until Monday, Feb. **. The refrigerator was delivered on Feb. ** and then I had to call AJ Madison to set up repair. The repairman came out today, Feb. **. He fixed the wires although he seemed to have trouble putting panel back on which worried me. When he went to plug it in the prongs on the plug were missing. Somewhere between original delivery and new delivery they were broken off. I called AJ Madison and told them I just wanted to return the refrigerator. I can not wait another 10 days to get part and a repair person. I am missing work to get this done. They are refusing saying I agreed to repair. I did agree to original repair but not the plug problem. The plug was clearly okay when it was first delivered as the the delivery person plugged fridge in which is when a wire in door shorted. I can not worry about all of these repairs. I agreed to [redacted]Desired Settlement: I would like refrigerator picked up and returned for my money back.

Business

Response:

Thank you for your information. We do see that your account has been credited as agreed upon to accept your delivery. We do have notice that all work has been completed. If you have any other issues please let us know so we may assist you. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: June **, 2014 I ordered a refrigerator which after a month had not been delivered and shipping company said they did not have it. I cancelled the order an requested a full refund of $708.

Since that time I have talked with employees of the company numerous times trying to find why the delay. Today September *, 2014 I still have not received the rebate.

I have been promised so many time that the check is being processed that I know believe they do not know how to tell the truth. . August ** I received e-mail requesting conformation of mailing address and they would mail check immediately . That has not happen. September * ,2014 I again was promised the check would be in the mail that night and I would receive a e-mail confirmation of same with the check number. Also that has not happen.

As you can see this has gone on for almost good 2 months. In my mind there is no valid reason

that it should take this long to resolve. Business ethics are certainly questionable. I have American Express looking into the problem and have contacted [redacted] to do the same.Desired Settlement: Mail the refund with no further business dealings

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 10/*/14 I placed an online order with AJ Madison for a Summit Wall Oven. On the same day 10/*/14 my credit card showed a pending payment for the full amount of the oven. The website indicates that deliveries within the metro area are satisfied between 2 and 4 days. I requested a status update via the AJ madison website and my order is listed as processing. I sent an email to customer service and received a form letter reply indicating that I will receive additional information. I have made numerous calls to the customer service department and have received conflicting information. On 10/**/14 at 9:30am I called customer service and was told that my item would be delivered on 10/**/14. On 10/**/14 I received an email stating that I would receive additional information. On 10/**/14 I called customer service and was told that no delivery would be made on 10/**/14 but that I would receive delivery on 10/**/14. I called customer service on 10/**/14 at 10:00am and was told they could not locate my order and would receive an email or call in a little while. I called again on 10/**/14 at 2:30pm and was told that the order would ship out from warehouse in one or two weeks. I informed the customer rep that my credit card was already charged the full amount of order. The rep said that the amount would "appear and disappear" from my charges because it was just holding that amount. I informed her that I already checked with [redacted] and the charge was posted to my account and is due to be paid. I inquired as to why the charge was made if the website indicates that charges will be made when orders ship but according to her the order has not shipped? The rep said she did not know why, only that was not what normally happens. So as it stands today, I have to pay the full amount for an oven that the store I ordered from cannot even locate, their only guess is that I will receive delivery sometime in the next one to two weeks. Had I known that the company was unable or unwilling to complete the order I would have never ordered from them in the first place. I can see from Revdex.com records other consumers have had the same negative experience as me.Desired Settlement: I want the oven to be delivered on the day promised...2-4 days after ordering 10/**/14, 10/**/14, 10/**/14, or the next date promised 10/**/14, or the next date promised 10/**/14. I want the company to stand by their billing practices and charge me when the order ships. Since I have been charged can I interpret that as my order has shipped? Or should I believe customer service and expect delivery on 10/**/14 or the other customer service rep who says it should ship in one to two weeks and if that is the case...why is my credit card charged for an order if it didn't ship?

Business

Response:

Thank you for shopping at AJ Madison.

Please note AJ Madison and our shipping companies are closed for the Jewish Holidays, and do not deliver on weekends.

We were closed [redacted] and [redacted].

As you have been notified when we opened again the unit you ordered was on back order. We contacted Summit directly and they will be shipping and delivering direct to get you your order as fast as possible.

Your order is considered shipped as your order is now with a shipper.

We apologize for this confusion.

Have a pleasant day

Consumer

Response:

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]

I was never informed by AJ Madison that the item was on back order. The first term that was stated was in the company response to my complaint on Revdex.com. Here is a chronological description of my interaction with this company:

10/*/14: Item ordered online. AJ Madison files pending transaction with [redacted] for full amount.

10/**/14: I requested a status update from website tracking option - no response from AJ Madison

10/**/14: I emailed customer service for a status update.

10/**/14: My [redacted] charged full amount of order. According to AJ Madison's policy - customers are not charged until order ships - I now believe the order has shipped.

10/**/14: I call customer service and am told that the order will be delivered on 10/**/14

10/**/14: I receive an email from AJ Madison customer service stating my order will ship in one to two weeks and I will receive an email with more information.

10/**/14: I call AJ Madison to clarify conflicting information...stated delivery on 10/**/14 by rep, email stating delivery in 1-2 weeks, posted transaction to credit card indicating item has shipped. I am informed during this call that delivery will not take place on 10/**/14 but will be delivered on 10/**/14.

10/**/14: I call AJ Madison at 10am to verify delivery on the next day - I am informed that my order cannot be located and that I will receive a call back or an email shortly. I call AJ Madison again at 2:30pm and am informed that no delivery will take place and that the item will ship in 1-2 weeks. I explained that I have received conflicting information regarding delivery and that my credit card was fully charged on 10/**/14. The customer service rep replied that the charge was pending - and would appear and disappear. I replied that it was a posted transaction on 10/**/14 as per [redacted].

10/**/14: I filed a complaint with Revdex.com. I have received numerous promises of delivery from AJ Madison - none have been completed. I have been charged for the item ordered - which according to AJ Madison customer is billed when order ships.

10/22/14: AJ Madison responds to complaint via Revdex.com with an untruthful response. I am still without the item I ordered but have been fully charged for and still have no clear delivery date.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison.

We have refunded your account on 10/** in the amount of $924.35.

If you wish to place a new order for a unit immediately available we invite you to call one of our sales representatives at ###-###-####.

Have a pleasant day

Consumer

Response:

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]

AJ Madison indicates that customers will not be charged until order ships. My order was placed on 10/*/14, my credit card was charged on 10/**/14, the order never shipped, a refund was posted on 10/**/14. I should have never been charged in the first place. AJ Madison needs to inform customers prior to purchase that they will be charged whether or not the order ships and that information should appear in AJ Madison's billing practices. I can see in other Revdex.com complaints that AJ MAdison states that customers are never charged until order ships, my experience proves that statement is not true. Revdex.com should re-evaluate AJ Madison's rating.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,