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: I purchased what was advertised as a new DCS range (model# RGU486GLN) from AJ Madison in February of 2013 (Order # [redacted]). The product was deliver without incident and maintained in a climate controlled secure area of my home until installed in November of 2013. The product had limited usage while under the 1 year manufacturer warranty. After the range started getting regular usage we faced numerous issues with stove top and oven cooking. We placed a service call and have had 4 visits so far with no resolution to the issues with the range. During each visit the different service technicians found issues with the range that showed evidence of the device having been previously installed and/or converted from propane to natural gas. This product has absolutely not performed as designed! Knowingly or unknowingly AJ Madison shipped a used defective product. We have made several attempts to track the origin of this unit with AJ Madison and [redacted] with no success. We made a significant cash outlay for this kitchen appliance and had high expectations that it would provide years of service. Unfortunately that has not been the case and we need some support from the manufacturer and their authorized agent to get this situation resolved.Desired Settlement: We want what we paid for...a new functioning as designed DCS range.

Business

Response:

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

This response is unacceptable. Is AJ Madison suggesting they would take a different position if an extended warranty were purchase through their organization? If AJ Madison would check their records more carefully they would know that an extended warranty for this product was purchased through AJ Madison, which covers this, and two other major appliances purchased through their company. Unfortunately AJ Madison's response is typical of their lack of professionalism and limited concern for client satisfaction. The larger issue here is AJ Madison's unwillingness to research the history of this unit, which is most, certainly is a lemon or was not a new unit (maybe floor or display model) when sold. They appear to be unwilling to acknowledge that a query was made regarding the history of the unit. This goes beyond a warranty issue, as it appears to shed a light on what has potential to be a case of unethical business practices. It is a sad state of affairs when neither the distributor nor the manufacturer takes these accusations seriously enough to investigate. They both have their money and customer satisfaction does not appear to be a priority at all.

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

Sincerely,

Business

Response:

Thank you for your communication. We are happy that the warranty company has contacted you and are resolving your issues. We are sorry that we can not provide paper work as to your request. As all of our delivered are picked up directly from the manufacture via paid trucking company this is all internal. This is how all of our ordered are proceeds minus drop ship units (units that are shipped with the manufactures trucking company directly)Again we are happy to hear your unit is being repaired via the extended warranty. 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 request was not for "paper work" and I don't have a working unit yet. Please understand we have a trust issue hear after I been dealing with a $7k headache that is directly related to an issue with this unit having been used and /or modified. If I ran a business claiming to be the number one internet based appliance sales company who supports their clients after the sale , I would be very concerned about this situation. I would want to understand how this could possibly happen. Therefore I come to the conclusion that you dont get it or you simply don't care. I strongly recommend you make an effort to work with DCS to provide a communication validating your position. The request was not for "paper work" and I don't have a working unit yet. Please understand we have a trust issuehear after I been dealing with a $7k headache that is directly related to an issue with this unit having been used and /or modified. If I ran abusiness claiming to be the number one internet based appliance sales companywho supports their clients after the sale , I would be very concerned aboutthis situation. I would want to understand how this could possibly happen. Therefore I’ve come to theconclusion that you don’t’ get it or you simply don't care. I strongly recommend you embrace a path to closure and work with DCS to provide a communication validating your position.

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

Sincerely,

Review: We ordered the products on 11/**/14 and we are still waiting for our order over 2 months later. Communication is very poor from AJ Madison. I have emailed them countless times and keep getting the runaround. This amount of delay is unacceptable.

I was also supposed to get a 1.5% cash back by placing this order through the affiliate marketer [redacted]. AJ Madison told [redacted] that the order didn't go through properly and didn't honor the click though. This would have been an approximate $40 cash back for me, and I was sure that I followed the instructions properly for the fatwallet "click-through". I never have issues with any fatwallet cash back sites. I initially called to speak to a customer service rep and inquired about the delivery delay and the cash back issue in December. The person I spoke to was rude to me and hung up on me.

The rebates which required the serial number are also in jeopardy of not being valid since they are time limited.

This delay is impacting our daily life. It is unacceptable for a AJ Madison to make a sale and hold the customer hostage. I could have purchased from another company and would have if they were honest with their availability and ship date. I want to escalate this issue to AJ Madison management. I expect free delivery to my kitchen and an additional 10% discount to make this right.Desired Settlement: I expect delivery very soon!

I expect free delivery to my kitchen and an additional 10% discount to make this right.

I expect an explanation email from someone who is in charge.

Business

Response:

Thank you for your email. Please note your account has not been charged.We will only charge your account once the order ships. You have the ability can cancel the order before it ships with no fees at anytime.If you would like to cancel the order please simply let our customer service know either by calling us or email us. We are sorry that the manufacture has had such a large backorder. No additional discount will be applied to your order. We apologize for the wait. 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]

My concerns have not been addressed/answered in the company's response: 1) When we placed our order, the online advertisement indicated that it would be ready to ship on 12/**/14. Why advertise this if it is not true. I have received multiple promises on new dates which have come and gone. Now, I don't even get a response when I request status. This is unacceptable. When should I expect my order to be shipped? 2) If this is only an issue for the [redacted] stove, then please ship the dishwasher. Summarize what is on back order and what is not. Ship any items not on backorder. We need our appliances and we also need the serial numbers for the rebates. 3) We need the serial numbers for our rebates! Getting the serial numbers to the rebate company is time limited. What will happen if I don't receive my appliances in time to qualify for the advertised rebates??? Will I be reimbursed? 4) When I asked to speak to your affiliate marketing department to discuss my [redacted] click through issue, the representative on the phone hung up on me. Please contact me to discuss why my [redacted] click thru was not properly applied. Please review who spoke to me about my order because they hung up on me when I asked to speak to a [redacted]. Thanks

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

Sincerely,

Business

Response:

Thank you for your email.We have looked into your order and see you were emailed in regards to your inquiry about the rebate submission. The following email was sent to you from customer service: Thank you for placing your order with AJ Madison. Unfortunately, we can't give you discount 10% as it is below our cost, all the dates we provided we received from [redacted] directly. Your rebates will be honored, please submit the rebate forms by postmarked date without the serial numbers, once you took the delivery please call us back with the serial numbers and the rebates will be honored. I apologize for any inconvenience.If you would please provide our customer service team with a rejection letter(s) from the rebate companies, for the rebates that were in effect when you placed the order in November 2014 and needed to be post marked by Dec, **,2014, we can help you resolve this issue. We look forward to hearing from 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:

[Your Answer Here]

Okay. I appreciate that AJ Madison has finally agreed to resolve any rebates rejections due to late serial number submission from their late delivery. Unfortunately, I now have a much bigger issue. The range and dishwasher were delivered when I was away on business. This weekend we just unboxed the dishwasher and paid $100 to our contractor to have it installed. After installation, we realized that the dishwasher doesn't have a third utensil rack as it should. We were sent the wrong model dishwasher! We paid for KDTE334DSS, but we were sent KDTE304DSS which is an inferior model. This is ridiculous! We ONLY purchased from AJ Madison because there were one of the few companies that carried the KDTE334DSS. We received serial number [redacted] (KDTE304DSS). We are totally disappointed by our experience with AJ Madison. I can't believe that we keep having issue after issue with them. How can they maintain an A+ rating with the Revdex.com? I would hope and expect that a [redacted] from AJ Madison will call me to resolve this latest issue. How does this happen when the Bill of Lading that came with the delivery says the correct model number KDTE334DSS?

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

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: 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 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: 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: 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: 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: 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 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: 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: 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.

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 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,

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 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: Do not buy from AJ Madison. They sent me a used and damaged appliance and refused to accept a return or refund the purchase price.Desired Settlement: Do not buy from AJ Madison. They sent me a used and damaged appliance and refused to accept a return or refund the purchase price.

Business

Response:

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

The customer received delivery on July [redacted], 2013.

The customer first contacted us about any damages to the unit on September [redacted], 2013

When a customer has an appliance in his/her possession for such a long period of time there is no way for us to know if the unit was damaged in transit or after he received delivery. This is why we email the customers when we ship the orders to inspect the appliances at the time of delivery and if they see any damage to refuse the item. In this case the customer contacted us over 30 days after they received it. Every unit that we sell and ship to all our customers comes directly from the manufacturer in brand new sealed condition. We do not sell any appliances that have been used.

However, out of customer satisfaction, we offered the customer a discount off the unit or a discount off a new unit.

Review: Ordered Kitchen Aid Refrigerator, stove , micro wave and dishwasher. Delivery scheduled between 3-7PM arrived at 7:50PM , 2 very small men came to deliver 4 pieces to 2nd floor,stair rails were removed situation was clarified with AJ prior to scheduling. 2 men barely go stove up to kitchen made hole in wallpaper left refrigerator on first floor unwrapped on skiis, I paid to have it taken to the 2nd floor,1+ weeks after their delivery. Upon unwrapping to appliance noticed a water stain on the back lower cardboard grate of the refrigerator. Had certified plumber install. After 3 days NO ICE called AJ Madison said they had to send someone out, tech from Whirlpool comes said need new ice maker ???? AJ Madison refused to return appliance. After numerous days of staying on hold being hung up on 30 minutes at a time. Then refrigerator flooded my NEW KITCHEN (still in the process of completion) The door was weeping water the water and ice-maker dispenser was pouring water out the door of the ref was filled with water inside and out finally got AJ Madison on phone after many tries and hold spoke to [redacted] (Manager) who would not listen kept telling me they can't take it back. Then she ordered service for new ice-maker , I was told that Lemon law required 4 service visits to replace defective app. Service person arrived 4 days later, changed the ice-maker. 3 days later NO ICE and we are extremely anxious about the unit flooding again. Called AJ Madison on hold 2x s 37 and 32 minutes each time, said [redacted] is not in, refused to give me name of owner or superior, refused to listen to me very arrogant and evasive hung up on me. The ref is obviously defective and a 2nd. We have spend a fortune on a NEW kitchen to have it flooded and have AJ Madison refuse responsibility for sending a known defective appliance.Desired Settlement: We want a NEW functioning refrigerator

Business

Response:

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

The customer received delivery on 7/** for 4 major appliances she purchased from us. The customer first contacted us on 7/**, stating the ice maker inside the refrigerator is not working. We set up a service appointment for 7/** with an authorized certified service technician from Kitchen Aid to see what the issue is and repair the unit. The service technician replaced the ice maker on the refrigerator and before he left he tested it and made sure the unit was working in perfect condition and he completed the call.

On 8/**, the customer contacted us stating the ice maker is not working again. We set up another service appointment with a technician for 8/** to come to the customer's home to see what the issue is on the unit. However, the customer cancelled the service appointment. We tried calling the customer numerous amount of times to assist her but she doesn't return our calls. We sent her an email on 8/** to follow up with her and she hasn't responded to our email as well. Here is the email we sent to the customer:

E-mail - AJ Madison order [redacted]

Dear [redacted],

Thank you for placing your order with AJ Madison.

This email is in regards to the service sent out on August [redacted].

According to the service center, service on the refrigerator was refused. Please contact me at ###-###-#### at your earliest convenience to resolve the issues you are having with the refrigerator.

Service must attempt to repair the unit, only if it is deemed unrepairable we are able to issue a replacement.

If you are unable to speak over the telephone, please reply back to this

email.

Thank you,

Customer Support

AJ Madison

AJ Madison is an authorized dealer from the manufacturer. We cannot issue a warranty replacement/credit without first obtaining information from the manufacturer that the unit is defective beyond repair. Once the unit is serviced and confirmed it is unrepairable, Kitchen Aid will authorize a replacement.

The customer is guaranteed for the unit to work in perfect condition by the manufacturer. The manufacturer will only authorize a replacement if the unit is unrepairable.

We are happy to set up another service appointment for the customer so the unit is working perfectly. Once the customer lets us know when she is available and won't refuse service.

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:

Dear Sirs-

Please note that AJ Madison finally agreed to take back the damaged unit as we changed the model, upon delivery of the new unit, there were scratches and damaged noticed by their delivery crew, we refused to accept yet again ANOTHER damaged unit, AJ Madison offered the damaged unit at a discount, we of course refused, they then advised that they cannot send us another unit and will pick up the damaged one We again advise that this is a 3 man job, they assured us there would be3 men sent to pick up the damaged unit. Once again they send 2 men to remove it, Upon removal they severely damaged our newly installed wallpaper and ceiling of our stairwell. AJ Madison said not to worry just send info to AM Home delivery and place a claim. We have notified them both to no avail, no return phone calls, emails or claims. We are still waiting for a response, it is more than 3 months since the incident. They will not answer calls or any form of contact, We did purchase a new unit from another vendor with out a problem.....

We remain with damages that we once again must pay for. And once again AJ Madison escapes responsibility.

Business

Response:

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

As an appliance company we do rely on outside freight companies for there service to deliver our units to our consumers.

Regrettably delivery issue do happen and AJ Madison unfortunately has no control over these events.

The trucking company does carry insurance for this reason.

There number is ###-###-#### or you can email [redacted]

Please accept our most deepest apologies for the inconvenience this may have caused.

Thank you