AJ Madison

Review: I ordered a Broan Range Hood from AJ Madison last week (order # [redacted]). The pruduct is consisted of two parts: the chimney hood (model # 619004EX) and the exterior blower (model#335). My complaint is about the exterior blower. Before I made the order, I did read all related product information on AJMadison wetsite. The Spec only lists "Rough-in duct: 10 inch round". However, when I received the blower, it is way too big than 10 inch round. Instead, there is a huge metal plate around the duct which is 28inch x29inch rectangle! This is totally out of my expectation! So, I called the vendor and said I want to return the product. The customer service told me 30% restocking fee will be charged plus two-way delivery which will be more than 500$. I cannot agree with this for two reasons:

1. The vendor does not provide enough information (i.e. overall product dimension) for customers to make correct judgement.

2. None of AJmadison website, my order confirmation, or my invoice specifically stated this particular product is subject to 30% restrocking fee.Desired Settlement: Since the vendor does not provide enough information about the product, customer shall only bear reasonal cost for returning which is the delivery fee.

Business

Response:

Thank you for shopping at AJ Madison. We have looked over your order. On the product page under "Info & Guides" The Model 335 does state under DUCT- 10inch round- with a picture provided. The duct is the tube, canal or pipe the air will flow through. (the hole size in the external blower)The size of the blower is also listed on the same diagram- with height of 29 1/2 inches and with of 25inches. (see attached) We are sorry for this inconvenience.

Review: Ordered all appliance for new him on 11/**/2013. Promised 7 - 10 business days for delivery. It is now December [redacted] I have no appliances. I have called and e-mail aj madison and am told it's not their problem.

The local shipping company received my appliances on December [redacted] but refused to delivery them because it is not convenient. I implored aj madison to ask their shipping to honor their commitment but they have refused to do so.

Being unable to move into my home has cost me time and money.

I do not understand how you can give them such a high rating. I urge you to go to Yelp.com and you will see so many reviews. They may offer a good product for the New York area, however, they are an internet business with promised delivery yet repeatedly fail to honor that promise.Desired Settlement: This company has cost me money and I deserve a reduction in my cost, however, I know this will never happen. I simply need my appliances delivered and I want the Revdex.com to reconsider there rating of this company. The A+ rating for a company with so many negative complaints makes me question your system

Business

Response:

Thank you for placing your order with [redacted].

Your order was shipped on 12/*. Once an order ships out, delivery takes about 7-10 BUSINESS days. As the order was delivery was set for 12/**/2013 we were still in that time frame. The trucking company has confirmed that you have received delivery.

If there are any other questions or issues please feel free to contact us so we can assist you.

Review: Bought a mini split air conditioner, sales person asked the dimensions of rooms gave her information for the right btu's to cool these rooms. she came up with two units of 18,000 btu's and 9,000 btu's. I told her I had wall units that were 24'000 btu's and 10,000 btu's. She insisted I only needed the 18,000 and the 9,000. the units were delivered February [redacted] 2013. Had to wait for contractor to install unit which was May of 2013. After units were installed I noticed it wasn't cooling house, had the contractor out 2 times they changed the Freon in the unit, was then told the units were not big enough to cool down the house. I tried to deal with it had a barbeque on August [redacted] 2013 had people in my house had the ac on did nothing to cool the house, had to turn on my wall units that I kept for this purpose. On Monday the [redacted] I called AJ Madison to see what they could do, I was told that I had a 48 hour window from the day I bought it to file a complaint for a return, had no idea. How do you get a unit like this installed and tested in 48 hours. The contractor had to be sitting at my house the day of delivery to install, ( never happen.) AJ Madison would do nothing to help me but give me a discount on another unit, I'm retired on full disability, I did this to make my house easy to use and spent over $4,000 for something that doesn't work properly. The sales person made a mistake with her calculations of btu's and it shouldn't be my problem. AJ Madison sent me an email telling me they are not responsible after 48 hours????Desired Settlement: I would like a new unit with the right BTU'S i'll pay the difference, I would still lose out $$$ I have to get a contractor to install. A 48 hour return is ridiculous.

Business

Response:

Good Afternoon,

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

The customer placed an order with AJ Madison on February [redacted], 2013, with one of our AC specialist, [redacted].

The customer first contacted us on August [redacted], stating the Air conditioner he received from us is not cooling his house. [redacted], who has been working in our Air Conditioner Sales Department for over 5 years. She always asks every customer the dimensions of the room(s) they will be installing the Air Conditioner so she can guide them to the right units for their space.

Based on the measurements the customer gave to [redacted] she explained to the customer what was needed. Back in February, the customer ordered and received a 9,000 BTU unit and a 12,000 BTU unit with an outdoor compressor of 18,000 BTU's. A 9,000 BTU unit will work properly if it's installed in a space up to 400 square feet and a 12,000 BTU unit will work properly if it's installed in a space between 400-600 square feet. These will only cool down the 2 rooms specifically not an entire house. If the customer wants it to cool down his whole house which is what he explained to the customer service representative on August [redacted], then the units will not function properly. If the unit is defective and unrepairable then LG will authorize a replacement. Unfortunately, we can't authorize a return on any items that have been installed/used. Warranties on mini split air conditioners only include parts and do not include labor. The licensed HVAC Technician who installed the customer's air conditioner should always provide the customer with a labor warranty (preferably for a full year to compliment the manufacturers' parts warranty).

Unfortunately, at this time we can't authorize a return on these items. We recommend the customer should only be using it in the 2 rooms that he ordered them for and the units will work properly. In addition, if the customer would like to purchase new units we will give him a special discount on his new purchase.

Please let me know if you need any additional information.

Thank you,

AJ Madison

Review: On the morning of September [redacted], I ordered two appliances via ajmadison.com. The site indicated that the appliances would be delivered in 1-2 weeks. Both appliances have mail-in rebates associated with them, totaling $140. Each rebatesrequires a serial number to be recorded off the appliance itself, and is required to be postmarked by 10/*/2015.

On the afternoon of September [redacted], (Labor Day) I received an email from AJ Madison's customer service which indicated that 1) one of the two appliances is on back order, and will not be shipped until after October [redacted] and that 2) neither appliance would be shipped until both of them are available.

I have three grievances:

1. I will not be eligible for the mail-in rebates that I have described above, since I will not have either of the products in my possession until after the offer has expired. Obviously, these rebates informed my decision to purchase from AJ Madison, and the cost to me has now increased by $140. Although the product page for the back ordered item now indicates that the item is not available until after October [redacted], it did NOT contain this disclaimer at the time. Also, please note that ajmadison.com continues to advertise the $40 rebate for this product, despite the fact that it is not possible for the consumer to receive the product in time to be eligible. (Please see [redacted])

2. As I mentioned above, this shipping delay was not communicated to me at the time of purchase, which means that AJ Madison agreed to sell me a product which they did not possess. Further, I was not informed until more than two days later, which means I am required to spend my holiday scrambling for a replacement range (if I wish to take advantage of many retailer's Labor Day sales promotions) rather than with my family. I am in the middle of a kitchen remodel, and the builders will be ready to install the range and refrigerator by the last week of September. If I had known that AJ Madison would have been unable to deliver until mid October, I would have attempted to purchase at a different retailer, which may not be possible now because local stores may be sold out of this item.

3. AJ Madison suggested that I contact customer support via phone, which I attempted to do immediately upon receipt of their email. Customer support, however, is closed today (9/*/15) which means I can't get any further information about this issue in time for me to make an alternate purchase, either from AJ Madison or a competitor, during the Labor Day weekend sales.Desired Settlement: I would like AJ Madison to:

1) Ship the other (in stock) appliance (a refrigerator) immediately, so that I am still able to receive the $100 rebate that expires 10/*/2015

2) Find a way to get me the range I purchased in the time frame I was promised, at the price I was promised. I would be willing to accept an alternative product (of equal or greater value), or an order from a competing retailer, for which AJ Madison compensates me for any difference in purchase price.

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: I ordered a refrigerator from this company. It was delivered and the first time I plugged it in, the refrigerator did not work. The correct thing to do would be to give me a new refrigerator. They did not do this and said a repair person had to come as the first step. The repair person cancelled. I had to take a day off work for his reschedule. The compressor was blown. He said he would order a part. LG the manufacturer of the refrigerator has discontinued sales of this refrigerator. The part is backordered with an unknown delivery time. AJ Madison closed for many days for holidays and has difficult to reach customer service. After many hours on hold, no one person would help to resolve this issue. I have now requested that they pick up the bad refrigerator and refund my card. On the telephone they said they would work on arranging this, but will not guarantee a time to retrieve the bad appliance. They refuse to refund me until they pick up the product. They said they would email me proof of the product retrieval and agreement that they cancelled the order. They have not done this. They sold me a bad product and are hiding behind phone trees and policies and are not making amends for selling me a bad product.Desired Settlement: I would like to be treated like a person that spent hard earned money for a product that did not work the very first time I tried to use it.

I would like to have email confirmation that they will retrieve my bad product and refund me financially.

I would like to file a public complaint so others will know what a terrible company this is and it is best to avoid doing business with them.

Business

Response:

Thank you for shopping at AJ Madison.

We see the pick up of the defective unit has been set for Monday April [redacted]as requested.

If there are any other issues please contact is at [redacted].

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 if AJ Madison follows through.

They have not contacted me and followed through on anything so far.

I would like to leave the complaint open until the bad appliance is collected and my credit card is refunded.

Sincerely,

Review: I ordered a kitchenette and was billed immediately. Unfortunately, more than a month later (and three weeks after I was told the kitchenette had shipped), I have not received the merchandise. I've requested a refund and have not heard back from the company.Desired Settlement: I would like a full refund of $3,572.27 for merchandise not received.

Business

Response:

Good Afternoon [redacted],Thank you for placing your order with AJ Madison.We have contacted [redacted]. They have informed me your delivery is scheduled for tomorrow November[redacted]. The delivery company will contact you today to confirm the delivery with a time frame for tomorrow.Thank you,Customer SupportAJ Madison[redacted]

Review: Shipping, for 2.5 weeks I was told I would have my order by the end of the week. I called today and they tell me 2-3 days, and I can call the trucking company if I would like. I called the trucking company and they told me THEY would have it in 2-3 days, then another 2-3 days to get it to me.

Called AJ Madison to cancel my order because sears has it for similar price, and they told me there will be a 30% restocking fee because it had shipped!!Desired Settlement: Tell the Truth, and loose the NY attitude with your customers over the phone!

Business

Response:

Thank you for your email. Your order was shipped out on Dec [redacted] from New York to South Carolina. This route is no more then 10 business days. Today is 1/*/15 the 4th business day. The trucking company has given an ETA of delivery at the end of this week. We do apologize for any possible delay due to the holiday season, which increased the amount of the non business days.Please note the below quote from the policies that are agreed to before complaining an online order and emailed to each customer: "You are able to make any changes to your order prior to shipment. In event of a return of refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/ refusal of merchandise."" All returns/refusals are subject to a 30 percent restocking fee." We apologize for any inconvenience that you have incurred 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]

A return or refusal is not a cancellation, I never recieved the items when I wanted to cancel. your 30% fee is excessive. and the problem I have with the shipping is less about the time it took to get here but the fact that your employees had no idea when that would be, and were rude about it.

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

Sincerely,

Business

Response:

Thank you for you email. We are happy to hear your delivery was completed on 1/*/2016.If you have any other questions or concerns please contact our customer service department and they would be happy to assist you. Have a pleasant day

Review: On July * 2014 we purchased a [redacted] refrigerator, was deliver with a damaged door, and was offered

1-refuse delivery and will get a replacement whitin a week (Because of July [redacted] holiday)

2- a $100.00 credit and a new door delivered over next 6-8 weeks. which we accepted since we could not wait (our old fridge has stopped working)

. so we get the new door it was damaged as well, we then call AJ and a 3rd door is being ordered.

All the while the fridge kept on freezing the food, and if we lowered the temp. the freezer would not freeze the food. of course we call AJ and they will send down a technician and they did, Now! we have been having thech guys coming in and out of our house for the last year or so...... we decided to request for a refund and ask AJ to pick up this damaged unit and we want to buy a new unit, WE ARE BEING STONEWALLED BY AJ MADISON and by [redacted] as they will not release any information to me dating back to the date of purchase Ie. call logs, emails, etc.

After all, all phone conversations are recorded

first the damaged doors were to blame, then it was something else , now we need a new part..... after a full year they figured out that we need a part....... can we believe them???

a lot of food has been spoiled over the last twelve months, as the fridge still freezes the food.

Then AJ transferred the blame to [redacted] as the manufacturer, and I am trying to deal with them, and we are not making any progress yetDesired Settlement: We want AJ Madison to come pick up the damaged fridge, and refund us all the money we paid $1919.48

Business

Response:

Thank you for your email. We have looked into your order. We do see our customer service department has sent you the information you have requested that we have accesses to (emails) Our units are covered by a 1yr manufactures warranty.Our calls are kept for 6 months. Unfortunately your last call was more then 7 months ago so they can not be provided, as we no longer have them. Please see the email that our customer service department has sent to you: Good Afternoon [redacted], I understand. Unfortuantly are call logs do not go past 6 months. There has not been any calls from you since December, which was 7 months ago. I apologize.We are sorry we could not be more of an assistance to you.

Review: I ordered my Samsung fridge from AJ Madison in November; I used [redacted] Credit and my account was charged $2,339 on November **, 2015. The fridge was delivered on November **, 2015. During unpacking, both delivery personnel and I noticed a dent in top right door. This was noted by delivery personnel on my bill of lading. As the fridge was unpacked, delivery guys were unwilling to take the fridge back. I was advised by them to contact AJMadison as soon as possible. I sent email (including a few photos of the dent) to AJMadison the same date the refrigerator was delivered. On Monday, November **, I received email from AJ Madison acknowledging the issue (attached). The same day AJ Madison requested from me to provide serial number of the fridge; which I did (attached). After providing the serial number, I received another email from AJ Madison that a replacement door was ordered for me and I should receive the door within 10-14 days. However, as of now I have not received the door. After multiple emails, AJ Madison is waiting for Samsung to provide ETA of replacement arrival which, in my opinion is surprising, considering this part is easily available at both Samsungparts.com as well as Searspartsdirect.com. As of now, AJ Madison does not respond to my emails.Desired Settlement: Refund of $258 which is the cost of obtaining a new door from [redacted]

Business

Response:

Good Afternoon, The tracking number is [redacted] . Again, I apologize for the inconvenience. 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: I purchased a new freezer which will not cool. I have asked that the company AJ Madison take back the freezer. They want the original manufactuerer to warrant the appliance. [redacted] sent out a technician who recommended that I return the unit. The repair required was extensive and it is a brand new unit. I am stuck in the middle with no working freezer with a family of 5 to feed and clothe. I want a working freezer. It's been two weeks since the order.Desired Settlement: [redacted]Tell us why here... I want a replacement. The one they sent is not functional. It has a sealed system leak according to the repairman.

Business

Response:

Thank you for your email. Please see the information that was provided to you to assist you in your order by our customer service department:Hello [redacted], Thank you for shopping at AJ Madison. I'm sorry for the problem you've been having with the freezer. AJ Madison is an authorized dealer for the manufacturer. The manufacturer's policy states that an authorized manufacturer's service technician attempts to fix the unit, before it is replaced. I spoke with [redacted], who reported that the return request was not approved. They also said that they have spoken with you, and arranged another service appointment with Appliance Service of Central Florida. We apologize for the inconvenience and appreciate your patience. Thank you,Customer Support AJ Madison [redacted]

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: I recently purchased a Danby French Door Beverage Center from AJ Madison for approximately $1,200. I opened the box, plugged the appliance in and immediately noticed that it did not work (i.e. the refrigerator did not cool at all). I called AJ Madison asking to have them deliver a new appliance and pick up the old one. I was told that they would not do so since their policy was that if customer attempts to install a product it cannot be returned. This policy is ridiculous and, in my view, contrary to applicable law. How is a consumer supposed to confirm that an electrical appliance is in working order without plugging it in? I did not try to install the refrigerator into the cabinetry I merely plugged it in, determined it did not work at all, immediately called AJ Madison and their only solution was to have an authorized repair company come to my home to fix the brand new refrigerator. While I was not satisfied with this I allowed AJ Madison to schedule repair service for 4/**/14 and the repair service did not show up as scheduled. I did not spend $1,200 to get stuck with a defective product that never worked. Given that the product needs repair right out of the box, I am not confident that this appliance will last and at the end of the 2 year warranty I will be stuck with a defective product which I will either have to replace or spend money to fix. I have no confidence in this brand and would like to exchange the product for a machine that works. I don't think that is too much to ask as a consumer.Desired Settlement: I would like to have a new product delivered and would like AJ Madison to pick up the heavy defective item and take it out of my home.

Business

Response:

Thank you for shopping at AJ Madison.

We see a replacement order was processed today.

If you have any further questions please email us at [redacted]

Thank you and 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: In June 2014 I purchased an Electrolux front load washer that was repersented as new. In october 2015 I had a service issue with the washer and was told it was out of warranty by two months. I conacted a local service company who diagnosed the problem as a rebuilt unit that had been repaired. The current defect was in the judgement of the service provider a direct result of the rebuild. I have correspondence to include pictures to document this conclusion. I then attempted to contact AJ Madison on several occassions and have been stonewalled. They will not reply to my emails or phone calls. They will not provide me with a name of an uppper level manager for me to contact. To me it appears they missrepesented the unit as new and charged me accordingly and sent me a rebuilt used unit that they will not stand behind. There are many online complaiants about the business ethics and service provided by this firm.Desired Settlement: The washer has been sold and replaced by me. I woudl like a cash refund to reflect the difference in cost of new verses used.

Business

Response:

Thank you for your email. We are sorry to hear of the issues you have had with your unit. As all units AJ Madison sells come directly from the manufacture all units are sold new. We have reviewed your account and find no notes as to when you called in or emailed us on this order. We do see you placed and then canceld an order in October for a new LG set but nothing on the Electrolux washer. If you would like to contact us so we can see if there can be anything done for the washer that is out of the manufacturer warranty. Our phone number is ###-###-#### in addition your order number is [redacted]. Have a pleasant day.

Review: AJ Madison contracts with third party delivery service in order to fulfill shipment of their products. The company they are choosing to use said they would only deliver on thursdays before 2 p.m. ish. As I work every thursday till later in the afternoon I cannpt be there at this exact time. The company has shown NO flexibility in delivery because "They only come that direction once a week." The simple fact is that this is unrealistic, and now my delivery has been delayed 3 addition weeks by the local delivery hub. I ordered the range almost a month ago, and AJ Madison shipped it almost 3 weeks ago. After several phone calls AJ Madison said they would try to get a dedicated delivery truck to bring the item out to me on my time frame. Aj Madison has suggested that I "Have someone over the age of 18 other than myself receive the package." Firstly, I do not have anyone available to me to do so, and now that I know the range has gone on and off of a truck several times, I want to be there to phically inspect for damage.Desired Settlement: I would like AJ Madison to return the product from their distributor, and give me a full refund for my purchase which totaled. 2499.00. Thier company policy dictates a "Restocking fee" which I should not be paying as I never received an item, and a return shipping fee, which I should also not be paying for, as I have not received the item. I want 2499.00 refunded to me, and I will buy from a different distributor.

Business

Response:

Dear [redacted],

Thank you for placing your order with AJ Madison.

We have received a confirmation from the trucking company that you have received your unit and accepted delivery.

If you have any further questions you can either respond to this email or call us at [redacted]

Thank you for your cooperation.

Review: I purchased a [redacted] dryer from AJ Madison. The dryer did not work properly, so I called [redacted] and they sent a repairman to look at it. The repairman asked me to look at the dryer because the tumbler had numerous scrapes and scratches. He said it looked like it had been used, and noted that on his repair order. He said he couldn't guarantee that other parts had been tampered with as well. I contacted [redacted], and they said it was a problem between me and AJ Madison. [redacted] then stated that they ([redacted]) were denying my claim to receive a replacement dryer because they don't put used parts in a new dryer, basically calling the repairman a liar. I took pictures of the used tumbler and sent them to both [redacted] and AJ Madison. Neither [redacted] nor AJ Madison are taking responsibility for the dryer problem. Their offer to repair the dryer is not acceptable to me, as I don't know what else may have been tampered with on this dryer. I am filing a complaint against [redacted] as well, since neither company is taking my complaint seriously.Desired Settlement: A new replacement dryer to be delivered and the defective dryer to be picked up and returned.

Business

Response:

Thank you for placing your order with AJ Madison.

We have been in touch with the [redacted] escalation team about your problem.

As the unit has been installed and in use they are only authorizing service at this time, but did suggest you contact [redacted] at ###-###-#### to discuss any concerns. Sometimes direct contact from a customer can be effective.

As AJ Madison is an authorized dealer, we cannot issue a warranty replacement/credit without first obtaining information from the manufacturer that the unit is defective. Once the unit is serviced and if it is confirmed it is unrepairable, [redacted] will authorize a replacement.

I'm sorry for the inconvenience.

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: 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] 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]), 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 $1,000 for.

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

Sincerely,

Business

Response:

Thank you for placing your order with AJ Madison.

We have been in touch with the [redacted] escalation team about your problem.

All of our products come directly from the manufacture, the manufacture only ships and sells new products.

As the unit has been installed and in use they are only authorizing service at this time, but did suggest you contact [redacted] at ###-###-#### to discuss any concerns. Sometimes direct contact from a customer can be effective.

As AJ Madison is an authorized dealer, we cannot issue a warranty replacement/credit without first obtaining information from the manufacturer that the unit is defective. Once the unit is serviced and if it is confirmed it is unrepairable, [redacted] will authorize a replacement.

I'm sorry for the inconvenience.

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. [redacted] is sending me a replacement dryer after filing a complaint against them with the BBC in Michigan.

Sincerely,

Review: We bought a large appliance package from AJ Madison for our new home in July and the applainces were delivered in August. Everything was received as ordered except a microwave/oven combination unit. We ordered a stainless steel finish unit through our builder, [redacted] in [redacted], but the prodcut delivered had a white finish. There is still a discrepancy about who made the mistake. AJ Madison claims we agreed to the order for a white unit, but our builder has the notes which clearly said stainless teel. We discussed the issue several times with AJ Madison and we even initially agreed to pay an additional fee just to get the right prodcut so we can close on our new home. But in the past 8-10 days, I have left numerous messages for the AJ Madison representative we worked with, [redacted], and even tried contacting their Customer Service department for resolution, but they only send me an email asking I agree to THEIR terms for swapping out the models without further discussion on additional cost. They promised me on ** September that the unit would be shipped "the next day"--which would have been ** Sep. When I discovered on Thursday, ** Sep, that it had not shipped, I again called and emailed with no response. The disagreement over additional cost is irritating, but their total disregard to contact me to discuss is totally unsatisfactory! I appreciate any help you can offer.Desired Settlement: We want the stainless steel finish microwave/oven combination unit we ordered through our builder shipped to us immediately--at NO additional cost to us

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,

I needed a stainless steel double oven and sliding range hood. I was pleased that AJ Madison had the best deals after an exhaustive search for both items. I ordered the items which were marked 'in stock'. About a week later I got a message that the stainless steel finish was out of stock on, would I be happy with a black finish? No, sorry, I need the stainless. They said about a month wait. OK, then what's the status on my range hood? Oh, we ship them together. Wait, both my items were for over $500 which you say means free shipping, but I have to wait for up to a month? Yes they said. I started to point out all I had to do is order each separately and I'd have my hood already. I asked to speak to a Manager, and didn't get any satisfaction. I complained again - pointing out I was being held up in preparing my home to sell it because they didn't want to send a truck to my home twice. I said that I thought that they should eat that money and send me the hood right away. That did it, finally they said that the stove was going to be in stock in a few days. A week later I had them both. It took a total of 5 weeks to get the hood when it should have been a week. The items are working fine, every other thing is fine, but, I think customers should be careful about their shipping policies and that the company should be me more clear about what multiple orders means to them vs what it means to a consumer.

Review: We ordered our washing machine in December and it wasn't delivered until January. Then, we had issues with the machine right away. We are currently on our [redacted] or [redacted] visit from the repair men-all because the product doesn't work properly. I have contacted AJ Madison numerous times, but have never had any luck talking to someone that could help. They say they will call back and never do. We have only had the product for a little over 6 months and have had issues with it the whole time.Desired Settlement: I would like them to ship me a new washing machine and take back the old one, or to give us our money back for the machine so that we can order one from somewhere else.

Business

Response:

After advocating for [redacted] through Maytag, we received authorization to replace [redacted]'s washer for her.

The new unit shipped on 8/*/13 with Home Direct, tracking : [redacted]

The issue has been resolved.

I was told my range would be delivered into my kitchen and that the box would be opened. My son was told by the delivery person that they only deliver to the garage and I was not home so it was left in the garage. I called AJ Madision and told the customer service person my issue and she said she would investigate and get back with me. She never called me back that day (also had to wait 20 minutes on hold for customer service). I called the next day again, only to discover that THERE IS NO CUSTOMER SERVICE ON THE WEEKEND!!!. WOW! I called again today (again waited 10 minutes to speak to someone). The gal wasn't at all apologetic, put me on hold to find out what was going on before I had a chance to say, "Don't put me on hold but call me back!!", I held for over 5 minutes, and she came back on the phone and said she would call the delivery company to find out why they didn't bring it into my kitchen. She STILL didn't offer any apology and was smug in her tone. I told her to call me back because I didn't want to wait on hold AGAIN!! Never again will I order from them..[redacted]is the way to go.

Review: Site advertises free shipping on orders over $399.00

No sales tax excludes NY and NJ

Applies to orders that are $399 or more before tax and delivery charges are added. Additional select items may be excluded from the offer and will not reflect in the shopping cart during check out.

We are not required to collect sales tax on deliveries in most states throughout the US. Our business is located in New York State and the state law requires that ll transactions, regardless of origin, will be charged tax if shipping to an address in the State of New York or the State of New Jersey.Desired Settlement: Free Deliver on orders over 399. My order was over $399 but it was to be delivered to two different addresses. I specified this in my order and their billing department called me to confirm. They confirmed with me over the phone and then I got another phone call back and they said they will have to charge me $99 for each delivery. On their web-site it does not say this. Order details below:

Shipping Method: Standard Delivery

QTY Brand SKU Description Unit Price

1 Amana AGR4230BAW 30" Freestanding Gas Range with 4 Sealed Burners, 5.1 cu. ft. Manual Clean Oven, SpillSaver Upswept Cooktop, Broiler Drawer and LP Gas Conversion Kit Included: White 369.00

* Protection Plan Declined.

1 Whirlpool WDF520PADM Full Console Dishwasher with 4 Wash Cycles, Vinyl Racks, AccuSense Soil Sensor, AnyWare Plus Silverware Basket, Triple Filtration System and Silence Rating of 55 dB: Stainless Steel 319.00

* Protection Plan Declined.



Subtotal: 688.00

Shipping: 0.00

Sales Tax: 0.00

Order Total: 688.00

You may check your order status here, and for additional information about installation and deliveries please visit our help center.

If you have any questions about your order please email us or call ###-###-#### FREE, please have your order number ready. Please note that all orders are subject to credit card verification.

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Protection Plans

*Not all of your items are covered by an AJ Madison Protection Plan. For a limited time after the purchase, you can still add extended protection. To learn more, please call us at ###-###-#### FREE and one of our experts will be happy to assist you.

Rebates

If your order is eligible for rebates please download the forms from our website as soon as possible. We are not responsible for rebates not submitted on time. Please make sure to submit the rebates by the expiration date on the rebate form. We recommend keeping a copy of the rebate submission for your records.

General Purchasing Tips

Measure the area where the product will be located and ensure there is enough clearance on all sides height, width and depth.

Measure all doorways to insure the product you ordered will be able to fit inside your home.

Prior to purchase please determine if the Dryer / Range requires gas and/or electricity. You can determine this by checking the outlet.

Please make sure the voltage/ amps of the item you have ordered matches the outlet at the delivery location (110v/220v)

For more purchasing tips please refer to the website link below. [redacted]

You are able to make any changes to your order prior to shipment. In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/refusal of merchandise. All returns must be shipped back to our warehouse prepaid, using the original method of shipment. If your item was shipped by a freight carrier, you must return it with a freight carrier to ensure its safe return) For a list of approved carriers, please contact customer service. All returns/refusals are subject to a 30 percent restocking fee. Returns new in box only accepted within 30 days of delivery. We do not accept any returns on air conditioners, special order merchandise and accessories.

Thanks for shopping at AJ Madison

AJ Madison Order Confirmation Footer

This message was mailed to [redacted] because you recently placed an order with AJ Madison. For account specific inquiries, kindly call ###-###-#### FREE or visit [redacted].

AJMadison.com | Privacy Policy | Help Center | © 2015, [redacted]

It was a waste of time. Their web-site does not detail this and now I have to order these appliances elsewhere... false advertising!

Business

Response:

Thank you for your email. Each order has to have its own shipping address. This is required by law, the trucking companies ectTwo different shipping addresses means two separate orders. Neither of the units on your order met the free delivery requirements on there own. The fulfillment department did offer to lower the shipping but you requested to cancel the order. The order was canceled and no change to your account was made. We are sorry we were not able to assist you further. 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]

The website does not state this and it is deceptive marketing to imply that if you spend a certain amount you will get free shipping nowhere does it state the need to enter two different orders for different shipping addresses

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

Sincerely,

Business

Response:

We are sorry we were not able to assist you. We do not provide an area on the website to ship to 2 different address in the same order. Only one address box is provided and the only option available. Have a pleasant day

Review: Seller advertised Samsung [redacted] stove to be "in stock". Then I was given various stories that is would ship 'next week,, 'end of February' and now their claim that is scheduled to be released by the end of March' and it's currently back-order with Samsung. They also say this particular model has been delayed in production, and they have no control over it. When in fact it is advertised to be in stock all over the internet including major retailers like [redacted] etc. I believe they offered a low price of 1,669.00 and refuse to honor it in attempt to sell me something else. IE bait and switch. Other retailers are selling the stove for about $100 higher. [redacted] is currently advertising it for $1,799.Desired Settlement: I am without a stove/oven for over a month now. Deliver the stove in a week or sooner. Another option would be to reimburse me the cost difference if I'm forced to purchase from another retailer.

Business

Response:

Thank you for your communication. We have looking into your order and see your order has already shipped. Your tracking number with [redacted] is [redacted]. You should have received a shipped email with this information as well. If 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.