AJ Madison

Review: Order # [redacted], placed Novemeber **.2014.

We ordered a refrigerator, stove and microwave on Black Friday. We expected a month delivery at the most. Our kitchen has been demoed and with out appliances since January *. We have inquired numerous times about delivery and we are told int he next two week due to a backorder at Samsung. One email suggested we order something different (at full price) which is Bait & Switch.

AjMadison says we are waiting on the stove ( which when we ordered there was no indication of back order). Ajmaddsion sells the next level up and has it in stock for 300.00 more than the one we ordered. I have suggested that they replace our order with that unit so we can get our kitchen back. They denied the request, even when I offered to pay the additional 300.00.

AJmadison has sold items under the pretense of having them in stock and making customers wait 6 weeks is unacceptable. They now claim it will be into Feb when we receive the products. Ajmaddsion had a rebate which we expected to receive but it expires on Feb *.

RESOLUTION: We demand that AJMaddison send our appliances immediately. IF unit NX58H9500WS is not available , we request them to replace it with NXH58H9950WS AT THEIR EXPENSE.

I have numerous emails stating that we should receive the order in mid December and then adding two weeks after each inquiry. I emailed them last week telling them of the possible Revdex.com complaint and gave them the opportunity to fix the situation prior to making the complaint.

Their email offering us to purchase another unit can be construed as bait & switch in the state of NC. IF AJ Madison does not comply with our demand, we will submit a complaint to the NC Atty. Generals office who does not look favorably on this type of E commerce.

**Desired Settlement: RESOLUTION: We demand that AJMaddison send our appliances immediately. IF unit NX58H9500WS is not available , we request them to replace it with NXH58H9950WS AT THEIR EXPENSE. WE HAVE BEEN VERY PATIENT>

Business

Response:

Thank you for your email. As you have stated there is a very heavy backorder with the manufacture for the stove you have ordered. AJ Madison is a authorized dealer for the manufacture. All of our units are shipped directly from the manufacture to the customer via trucking company. All ship dates and stock dates come directly from the manufacture themselves. As we do not charge customers until an order ships you can keep or change a unit at any time before the card is charged.If you would like to ship your other 2 units without the stove AJ Madison customer service can assist you in this.Please let customer service know if you would like to process with your order so we can asset 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:

There is no proposed delivery date . They did not offer to splt ship at their expense, they emailed me separately and asked for another 79.00. WHEN WILL THE STOVE BY AVAILABLE. IF NOT WHY CAN WE NOT UPGRADE ?

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

Sincerely,

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 is not true, while they have issued a bill of goods but they have not shipped it. Buyer beware, this is the best they can do... this order was placed at the end of November and today is Feb **.

[redacted]

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

Sincerely,

Business

Response:

Good Afternoon [redacted], Thank you for contacting AJ Madison. We value you as a customer and appreciate your patronage. Your order has been shipped via [redacted] and the tracking number is [redacted]. Please note that it can take up to 24-48 hours for the tracking information to be updated. You can track your order online by clicking on the link below: [redacted] The freight company will contact you as the shipment gets closer to your destination, and will set up an appointment to deliver at your convenience. Have a great day!

Review: In quotes below is a letter my wife sent to [redacted]'s customer service. Not surprisingly, it went unanswered. The letter details our debacle when purchasing the [redacted] gas cooktop from AJ Madison. When we had the second issue with the cooktop, AJ Madison proved to be so unhelpful - not returning phone calls, long wait times on hold when calling, and just generally doing nothing to remedy the situation - we were forced to work directly with [redacted]. We will be filing the same complaint against [redacted]. The letter leaves off with the shattered cooktop. The conclusion of the story is that [redacted] once again sent a replacement. And although [redacted] from [redacted] said that the unit would be connected and tested before sending - shipping the unit with the connections intact - when we opened the cooktop, there were no connections connected, so it was clear that it was not tested. Thankfully this cooktop is not defective. It is by far the worst experience I've ever had buying anything. As a professional, I'm shocked at the extraordinarily poor customer service and operations of these companies. 5 months to get a cooktop? We had new granite counter tops installed and cut to the dimensions of this unit so we were forced to try to make it work. Please see the following letter for the history of our issue. I will add to the story that when the first cooktop was returned on 6/*, another was not delivered until 7/* - a full month later. This unfortunately was only the beginning of our issues.

"I purchased a [redacted] cooktop through AJ Madison at the end of May 2014. I have just received my fourth replacement cooktop today. When I opened the box, the glass cooktop is completely shattered. The first cooktop I received at the start of June was cracked. The second and third cooktop I received were defective and leaked gas. I spoke to [redacted] in customer service yesterday and he indicated that the cooktop would be tested and the connections left intact before he shipped out the new unit. Today we received the unit and before I opened it, I contacted him to inquire if it indeed was tested since I just spoke with him yesterday. He told me that when he had checked on the status it had already shipped. So the connections were not left intact and I have no idea if it was tested. Of course, that is a mute point, since the glass cooktop is shattered.

I am extremely upset with the situation. I have not had a cooktop since May and every time I contact [redacted] customer service, I am on hold for at least 10 - 15 minutes.

I would like someone to contact me tomorrow at (phone number). I would like a person from [redacted] to drive a new cooktop to my house in (state) and install it. I feel that this is the only solution to ensure that I will receive a working cooktop. I have never received such poor service in my life. Not once did anyone apologize for our inconvenience, instead I was made to feel stupid because I was calling too much on the status of my cooktop."Desired Settlement: We asked several times for [redacted] and AJ Madison to send someone to install the cooktop. AJ Madison said [redacted] would do that. [redacted] from [redacted] said that they don't send people for this cooktop. Considering the awful customer service, the amount of time we had to wait to get a functioning cooktop (5 months) we would like to be refunded half the purchase price of the unit. AJ Madison has done nothing to make this situation right. They don't return phone calls and have excessively long wait times when you call. Until this situation was righted, we will aggressively work to prevent friends, family, coworkers, and community members to avoid doing business with the company.

Business

Response:

Thank you for shopping with AJ Madison. We sincerely apologize for all the inconvenience you incurred with delivery of your order.Please note that we are one of the largest authorized dealers of appliances in the country.We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience. We want you to be a satisfied customer.We see in your email that you write "Thankfully this cooktop is not defective". We can only assume that you have a working unit in your home now that [redacted] (a different company then AJ Madison) has exchanged and replaced for you. We are sorry to hear of all the difficulties you are having. If you have any issues with you order please contact us at [redacted]Have a pleasant day

Consumer

Response:

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

AJ Madison has done nothing to address my issue. All you have done is respond to the last part of the story, that yes, the cooktop now works - 5 Months after it was ordered! You did nothing to address the time, effort, expense, and frustration of installing , uninstalling, repackaging, returning, unpackaging, installing cycle that we experienced. We are well aware of the fact that [redacted] is a separate company. It was your choice to market and distribute their product. We want half the purchase price refunded. We've dealt with AJ Madison's customer service already with zero success.

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

Sincerely,

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:

We are just going in circles here. Everything has been said and re-said. We could not return the unit for a refund because we had the granite counter top cut to those dimensions. The dimensions were non-standard, so we were stuck. Trust me, no reasonable person would have continued to go through the return process that we did unless they had no other choice I will not accept a solution that does not include a partial refund. I hope other consumers will read AJ Madison's responses that effectively say, "Sorry, we know we sold you a low quality unit. We know you had a terrible customer experience. BUT, we can't help you because it's our suppliers fault - a supplier who's appliances we still actively sell."

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

Sincerely,

Business

Response:

Thank you for shopping with AJ Madison. We are sorry to hear you have had issues with [redacted]. The option was presented as either a replacement or a refund. There was no option presented to you for a refund plus replacement. As you have chosen to make the replacement with the manufacture there is nothing financial we can assist you with. There will be no monetary compensation given as the unit was replaced. A new unit was delivered and is now in perfect working order.We are sorry for this inconvenience. Have a pleasant day

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

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: I ordered two undercounter built-in units, one is a freezer and the other is a refrigerator. They are advertised as built-in but the are not. Also, when my contractor went to install them, the front adjustable legs were stripped, thus the unit cannot be adjusted and sits at it lowest height. I reached out to AJ Madison and they told me that there is nothing they can do since I purchased them in Aug and it's after their warranty period - even though they were not installed until Oct. I also called the manufact. which is AJMadison suggested and they told me sorry as well. there are two issues: (1) customer service on both parties and (2) advertsing - these are not built in units. Model number below:

Summit [redacted]

Summit [redacted]

Business

Response:

Thank you for shopping with AJ Madison. The unit you have purchased can in fact be used are built in or freestanding units. Please see the manufactures description page: [redacted]We have notes in your order that brackets were in fact sent to you. If there is anther service issue please contact customer service for assistance. 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 have determined that my complaint has NOT been resolved because:

the issue of the legs on both the refrigerator and freezer are stipped and cannot be adjusted - I received the tiems like this.

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

Sincerely,

Consumer

Response:

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

I called AJ MAd when both units were being installed - I explained the situation - you informed me that you didn't cover it and Asked me to call Summit - I called Sumit and they refered me back to you. When I called you for the second time, you told me that there was nothing you could do. This is getting to be a bit old - the units are now sitting on the floor about 3" beloew the countertop due to the fact that the leveling legs arrived to my house stripped. Also, I am not the only on who is complaining - you own website has a complaint of this very issue!!! you don't seem to want to stand by your products - I know it says "built-in" but the are not true built-ins - they are under counter untis - real built ins can be adjusted and there is a grill in front - if I could adjust these, I would be able to see all the way under the units - this are junk - stop asking me to order parts!!!! it's not the legs it's the inside the units that are stripped.I hate these untis - they are not what I thought I was buying from your website - they way you advertise is faulse - same on you - and same on me, I should have heeded the feedback on your sight that these are no good -Like I said (1) you can have them back and issue me a store credit and I can buy something else - or (2) credit my account for the full amount.

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

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison. The unit is covered by a year manufactures warranty. The unit was delivered in August of 2014, after looking over the notes there is no mention of issues with leveling legs. There was a call in about brackets in September that was sent to you but nothing about stripped leveling legs. The first time this issues was mentions was on this form and not with customer service.As this issue is more then 30 days past devilry the unit would need to receive service to fix any issuesFor parts or service please contact our customer service department. You can email them at: [redacted] or call them at : ###-###-####The respondents of this forum can not assist in parts or requests for parts. A request has been sent to the manufacture on your behalf and they will contact you shortly to assist you with your issues. When you contact AJ Madison please have your order number on hand so we can locate your order. We look forward to hearing from you. Have a pleasant day

Review: Ordered a refrigerator but haven't gotten it.

Company does not respond to repeated requests for resolution.Desired Settlement: Deliver or refund.

Business

Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We see we have spoken to you about this order this week.

As explained at that time due to the remote area you are in it can take 2-3 weeks to reach you.

It has been one week since the order was placed over a holiday week.

Once the order is in your area, the trucking company will contact you to set up delivery.

You can also track the order with the tracking number provided.

Thank you and have a pleasant day

Review: I ordered a refrigerator on 9/**/14 through this company and was told it was in stock and would be delivered in7-10 days. By the [redacted] I still had not been sent a email regarding shipping so I called company and they said it still needed to be sent from GE and it was 3-5 days from GE and then the 7-10 days from AJ To my home. So I called back in the [redacted] to see if they had received it from GE and now I was told it could take up to a week from GE... I asked who the persons [redacted] of their customer service is and I was told they cannot give me names. They forwarded me to a girl who put me on hold for over fifteen minutes and she still could not give me an answer other than it may be in by the [redacted].. When I asked her [redacted] name she told me she could not give it to me but would look into and call back. Today is the [redacted].. No shipping notice. I called back and the customer service lady was rude again. I told her I wanted her [redacted] and again said she wasn't there but would call me back. I called sales and spoke to a nice guy who told me it would be two more weeks until the fridge even arrived there.. He was going to transfer me to my sales person.. I waited on hold 15 min..

I cancelled my order because of there horrible customer service.Desired Settlement: I really liked there prices.. There customer service however was horrible. They came very highly recommended but at this point I feel like something needs to be done to save a customer

Business

Response:

Thank you for shopping at AJ Madison.

We are sorry to hear that you are unhappy with the service you received.

We do see you placed an order on 9/** after the shipping request cut off.

This means it will process the next business day, 9/**.

The 3- 5 business days from 9/** would be 9/**.

We ship to your area on Wednesday or Friday as we are located in New York.

Due to the holiday the following week the routs were more busy then normal.

We due apologize for this.

We are also sorry we could not offer a discount you requested on 9/**.

We do see that the representative you spoke to did provide a [redacted] name and transferred you to her on 9/**.

We hope you will give us another opportunity in the future to serve you.

Have a pleasant day.

Review: Never received any AJ Madison product. A fraudulent transaction was made through my paypal account. [redacted] stated that if I would have called within the 30 days refund would have been given. I did call within the 30 days and excuses are being made to avoid a refund.Desired Settlement: Refund to my paypal account.

Business

Response:

Thank you for shopping at AJ Madison.

We have located your order by the phone number on the account.

When an order is placed through PayPal we can only ship to the billing address. Both parties (the seller and buyer) agree to go by rules set forth and decisions in dispute before working with PayPal.

As this order was placed by the customer at the billing address and shipped to the billing address the order was sent.

The order was placed in December of 2013. The customer first contacted us in March 2014 stating there relative has used there PayPal account. The order was placed under review with PayPal, the conclusion from PayPal ruled in favor of AJ Madison.

We are sorry for any issues you are dealing with but as the unit was shipped and delivered to your confirmed PayPal address and it is now 5 months since this unit was delivered and signed for we can not issue a refund.

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:

A dispute was never made with Paypal. It was closed before it was even processed. I think you are just using that as an excuse to take no further action. I even have proof that the dispute was closed not because they favored your company but because the dispute was made under false terms. I ask you in the most kind manner if a refund could be made since I did not receive the item. I hope you stay true to your reputation and can provide me with the resolution I seek. Thank you

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

Sincerely,

Business

Response:

Unfortunately, the enforcement of our policies does not permit us to issue any reimbursement as our account department has previously mentioned.

If you would like to place a future order with us, please contact one of our sales representatives and they will be happy to assist you with reduced pricing.

Please understand, a unit was purchased and shipped and delivered.

We are sellers for the manufacture. If a return needed to be made with in 30 days of the purchase date there would still be shipping and restocking fees. As the manufacture charges these fees.

The only thing that we can offer is a discount on a future order.

We sincerely apologize again for all of the issues you have been having.

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:

Could you make an exception to your policy? I at least want a refund for the shipping cost. Since I didn't receive the item it is only logical to not have to pay for that. Thank you and by the way am I speaking to corporate at the moment?

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

Sincerely,

Review: LG washing machine was damaged on delivery in June 2015. Perfect packaging with no evidence of damage, so it appears damage occurred at LG factory. AJ Madison assured timely repair would be made. To date, no repair has been made. AJ Madison/LG claims parts are not readily available, yet they will neither cannibalize part from another washer nor replace my defective washer.Desired Settlement: As part is not readily available, I would like to have my washer exchanged.

Business

Response:

Thank you for your email. We see from the notes in your order AJ Madison has confirmed a replacement unit for you . LG has authorized a replacement for you. We will process the pickup of your current unit on the new order. We will be sending you the new invoice shortly. Please let us know if we may be of further assistance. Have a wonderful day.

Review: I purchased a built-in refrigerator on July **, 2014 which was delivered on August *, 2014. The product was defective upon installation as it would not call. I called AJ Madison they told me that they would set up a service call and get back to me with a date and time. They never did and I called Kitchenaid directly to set up an appointment directly. They came for the call on August **, 2014 and said that all he freon leaked out of the refrigerator and was not able to be fixed. I called and asked AJ Madison to replace the product immediately. They keep advising me that they are waiting on authorization from the manufacturer. I called the manufacturer and they advise that AJ Madison never requested an authorization. I have a 16 month baby at the house and don't have a refrigerator. AJ Madison nor Kitchen Aid cares. They don't want to provide their obligations under the consumer laws and UCC. I want a full refund on the purchase and do not want to deal with AJ Madison.Desired Settlement: I am seeking a full refund of my transaction plus my damages resulting from the defective product.

Business

Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We do show the customer said kitchen aid is replacing direct and delivering this Wednesday

If you have any issues with you order please contact us at [redacted].

Have a pleasant day.

Review: purchased this stove back in April 2013 within a month parts started getting rusty called for service replacements where sent to me .no sooner that was done I had to call for service again. I almost got burned when I went to turn on the front burner. had some one come in from AJ Madison and was told that this stove had been scraped in may of 2013 and should had never been delivered to me .I'am a senior citizen and very scared to use it I don't think that within 6 months of purchase I should have had so many repairs and replacements.Desired Settlement: I'am asking for replacement or an upgrade on my stove willing to pay the difference I want a stove that's safe for me to use.

Business

Response:

We do apologize for the issues you are having with your unit.

There must have been a miscommunication with the manufacture in regards the information you were given.

As we contacted the manufacture and the following email was sent to us:

[redacted] : [redacted] – we have

no record of this unit ever being scrapped.

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:

To whom it may concern,

The issue I am still having has not been resolved nor have I been contacted by anyone from [redacted]. The problem has still continued, I am having service once again on 1-**-14. Thinking of taking this issue to small claims court for lake of assistance and help with the ongoing problems.

Respectfully Yours,

Sincerely,

Business

Response:

Dear [redacted],

We tried reaching you by phone in regards to the serial tag for [redacted]. We received confirmation from Frigidaire that you have received it and left you a voicemail since you were not available.

Please contact us at your earliest convenience at [redacted].

Our normal business hours are Monday through Friday 9am to 5 pm Eastern Standard Time.

If you still require service please let us know we can set an appointment up for you. If an appointment has already been made or one not needed.

Thank you for shopping at AJ Madison for all your appliance needs.

Review: I purchased a washer and dryer from AJ Madison on November **, 2013 as a Christmas gift for my wife. Today is January **, 2014 and I still have yet to receive my appliances. I have talked with customer service many times and seem to get nowhere. First they told me the dryer was lost, then they changed it to the wash machine now they say this product is back ordered for another month. I have had to call this company every time except once. They promised a call back several times and never followed through. I am to the point now that I am sick of dealing with them and believe that if I do any more I will say thing that I will regret. This is why I am filing a complaint. Only once was I supposedly talking to a manager. It seems as though this company trains their customer service to make the customer angry so they hang up before a manager gets on the phone. I was going to cancel my order but I thought I would try this before I did. So basically I paid a lot of money for a product that I do not even have a month and a half later and customer service seems to just try to push me so I hang up the phone before anything gets resolved.I would also like AJ Madison to know that this could have all been avoided if their customer service would have handled this in a more professional manner or simply put a manager on the phone. I also think it is a joke that there is not way to speak to anyone that is higher up in the company that can actually make things happen.Desired Settlement: I would like to receive my appliances with some sort of compensation for going through this debacle with AJ Madison or I would like to receive the next upgraded appliances that are offered by this company. With either solution I believe AJ Madison should have to pay for some sort of overnight or express shipping so I will actually receive these products.

Business

Response:

Hello,

We do apologize for the delay in your order. As we see from the notes you were informed by the outside trucking company that was used that they did lose your dryer. They performed a dock search and could not locate your order.

As the trucking company is an outside company we contacted them when we were informed of the misplacement. A new order was placed immediately.

As you have picked units that was on a nationwide sale, you were informed the day we were informed of the backorder.

We did ask if you wanted to keep the order and you did agree.

Unfortunately we are waiting on the manufacture to deliver the new shipment to start filling orders.

We do understand that this is a frustrating situation. We do guarantee that once the shipment is in your order will be filled and shipped out.

Thank you

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:

This response does nothing to make up for that fact that I have been waiting a month and a half already and for the lack of professional customer service. I was notified that something in my order was "lost" only after I called this 3rd party. I was told they had 72 hours to find this merchandise. After 72 hours I called back and was given no answer as to what was going on. This is when I called AJ Madison and I had to make multiple calls before I made any progress and finally by some miracle someone from AJ Madison actually called me back instead of me having to call them. They told me they put in a new order for a washing machine. Now the response to my initial complain says dryer?? I get a feeling they don't even know what is missing! I feel like I am just being jerked around! I have just about had enough from this company and if this is how they conduct their business I feel sorry for future customers. I still think I should receive some compensation for this disaster. At least I deserve a truthful explanation of what is really going on!

Review: I made my order on **/*/2015 (order #[redacted]). I was charged on 1/**/2016. I still have not received my order and it is now 2/**/2016. I tried to contact many times to get my item delivered but they keep blaming the delivery company rather than contacting them to have it shipped already. I have not been able to cook while my item is sitting in a warehouse or lost somewhere. They are not concerned I guess because they already received payment nearly a month ago for something I have still not had delivered.Desired Settlement: I want my item delivered so I can cook again. I also want half the price refunded to compensate for me waiting over 2 months since I made the order and almost 1 month since being charged. I have had to spend money to eat out every meal while cooktop is in a warehouse or lost somewhere.

Business

Response:

Thank you for your email. Your order will be delivered Wednesday this week.This information has been sent over to you today [redacted]. We are sorry for the delay. We will have management review your order to see if anything can be offered. (ie warranty ect)However, we would not be able to provide a 50% discount on the order or any units. Please keep an eye out for their email in the next 24-48 hrs. 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.

They have offered me a $100 credit on my order as a courtesy for the delay, which I accepted. Sincerely,

Review: I purchased a gas wall oven and paid for installation by AJ Madison with 5yr warranty. Product was delivered and upon installation was found to be manufacturer defective product. The door of the unit is warped and will not close and side of unit is not connected properly, causing heat to escape and allow main display panel with oven controls and metal facing to become scorching hot even on test run of 250F. AJMadison sent installer back but there is no fix they can do. Could not re-install my previous oven which worked fine I just wanted to change kitchen color, because they destroyed connections. Has refused to replace with different oven and sent serviceman out charged to my warranty which should not have. Second Authorized service man said door is warped but nothing about side frame, ordered new door but may not work. AJMadison refuses to replace oven under their charge and refuses to replace even under warranty. After several phone calls to Reps and waiting for over 2 weeks, I have no oven. I have made numerous phone calls but now they are "always closed".Desired Settlement: I want a new oven that works properly, with no charge to my warranty since it is clearly a manufacturer's defective product and it was not sold or advertised as such. If I had known they sold factory seconds, I would not have purchased it. A gas oven is not something to play with.

If they will not replace the oven with a new working model, then I want my money back for the oven, warranty and at least half the installation since they knowingly put in a defective product, and they can take this hazardous piece out of my house.

Business

Response:

Your refund will be issued within the next 7-10 business days. You will receive an email confirmation once the refund is posted back into your account. Have a great day! Thank you, Customer Support AJ Madison [redacted]Tell us why here...

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. They have mailed a check since they could not refund my original form of payment, which has been received on 12/**/2015.

Sincerely,

Review: Washer ordered 7/**, delivery attempted 7/** with no prior phone call the day before or prior to coming only a call from shipping informing me that an attempt to deliver was made. We scheduled a delivery date for 7/**, I took the day off from work to accept delivery, at noon called and was told "oh no delivery today, we did not have enough deliveries in that part of the state so we will need to reschedule! I rescheduled for 7/** and was assured it will be delivered in the AM. Late in the day just before closing a message was left on my husbands phone that delivery cannot be made until 7/**. I then called AJ Madison and spoke with [redacted] who insured me that delivery will be made 7/** and that we will receive a phone call to let me know the exact time. Again no call, no delivery! I came on this site to file a complaint and read other complaints of the very same nature or worse, one would think the problem would be fixed, I don't understand how you stay in business. Customer service should be number one. It baffles my mind how you can have an A+ unless it's a purchased accreditation. The person from shipping is extremely rude and uncooperative. I paid for this washer in full, the washer is sitting in a warehouse in **. less than an hour away!Desired Settlement: In a perfect world, my washer but I am not interested in playing their delivery games. A refund issued immediately not in several days, the payment was taken on 7/**, for that matter they owe me interest!

Business

Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of

your order.

Please note that we are one of the largest authorized dealers of appliances in

the country.

We strive to have a pristine customer service department and strive to

insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We do show the shipment was completed and accepted.

If you have any issues with you order please contact us at

[redacted].

Have a pleasant day.

Review: I ordered a range with Ajmadison on 12/**/13. The salesman [redacted], said it would be ship on 12/**/13 and delivered no later than 12/**/13. It was shipped on 12/**/13, but as of today 1/*/14, I still do not have my range. According to Ajmadison the delivery company has had the range since 12/**/13. I keep calling Ajmadison and I keep getting the run around that the shipping company only has a truck in my area on Thursdays, well each time a Thursday comes around, I don't get the delivery. I even paid for shipping on this product. Ajmadison has lost my business on any future purchases.Desired Settlement: I have asked for a refund, but have not gotten it. I would like the range delivered before 1/*/2014 and my $99 in shipping refunded to me or a FULL refund of $540.00 and the shipping company can send the range back to Ajmadison.

Business

Response:

Thank you for shopping at AJ Madison.

We have attempted to deliver your unit by your requested day 1/*.

We had attempted to contact you via phone and email to get a verbal or written confirmation to allow your delivery be left at your home without a signature to accommodate your request. .

As signed paper work the trucking company requested for an absentee delivery was not found the trucking company had no option other to leave with out delivery as you were not home and no paper work was left for them. We are unable to leave such a large and expensive unit outside your home without your signed authorization.

We have sent you a follow up email and are awaiting your response.

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 promised delivery date by AJMadison was DEC [redacted] 2013, BEFORE Christmas!! We have since purchased the exact same stove minus all the shipping charges and had asked for a FULL refund. The Stove was sitting at the shippers address in NH on the [redacted] of December and they refused to deliver it. Stating they only travel here once a week...2 hrs away. Bottom line is we have spent 10 hours total on the phone with THREE companies and more representatives than anyone should EVER have to deal with, none knowing what the other was doing. This was a Complete debacle and and waste of our time and efforts, We feel as if we should have been getting paid by AJMadison instead of us paying them. We will NEVER do business with this company or their shipper and shipping warehouse.

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

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison.

We had attempted to contact you via phone and email to get a verbal or written confirmation to allow your delivery be left at your home without a signature to accommodate your request. .

As signed paper work the trucking company requested for an absentee delivery was not found the trucking company had no option other to leave with out delivery as you were not home and no paper work was left for them. We are unable to leave such a large and expensive unit outside your home without your signed authorization.

As an option we had given you the option of another attempt with the requested paper work or a refund.

You have opted for the refund. Your account was credited in full on January [redacted].

Thank you

Review: I bought a refrigerator for 700.00 and after 3 days it stopped working. I lost 200.00 in food and I keep getting the "run a round. I have not even owned the brand new fridge for 2 weeks, and it does not workDesired Settlement: I want a replacement today and 200.00 to replace the food I lost. I would also like 300.00 in undue stress I have had to endure and countless phone calls with no call backs.

Business

Response:

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

The customer received delivery on October [redacted].

On October [redacted] the customer contacted us stating there was a cooling issue with her fridge.

We attempted to replace immediately, unfortunately this can take a day or two. Two business days later the customers replacement order was processed.

The customer was also given a free 3 yr extended warranty that retails for $90.00 and $50.00 visa gift card from the manufacture for the food loss.

Please be advised that all pending issues have been resolved between the customer and AJ Madison.

The customer is now completely satisfied.

We here at AJ Madison put forth every effort to make sure we provide and maintain a very high level of customer satisfaction.

Thank you.

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:

this company is lying, they did not try to replace immediately!!!! they tried to only send service which was two weeks out. it was only when I contacted the [redacted] that they authorized replacement. the [redacted] gave me a 50.00 gift card. I lost over 200.00 in food and my family literally went hungry for 15 days while ajmadison gave me the run around. they need to replace my food at 200.00! they put me thru [redacted], sleepless nights, countless calls and waiting for call backs that never happened. again, they are lying and really need to be looked into as a fraud company scamming the public. I need that 200.00 immediately so my family can eat. I am including a log of all the phone calls and the reciepts for food I purchased and then had to throw away, and some of the take out food receipts, I did not have them all, but I assure you, this has cost me a lot of money, so much that because we had to buy take out for every meal, I could not pay my phone bill and our cell phones got shut off and are still shut off. although we managed to buy some take out food, we did indeed go hungry ALLOT during the 15 days without a working fridge, that was "brand new". had to make and all the time. they did not care and blew me off allot. please do not believe them, again, they are lying and put me thru so much stress ;-(

sincery,

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

Sincerely,

Business

Response:

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

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

possible.

As we have replaced the unit, offered a warranty that you have accepted and assisted

in securing the gift card the manufacture provided we have excused our finical resource

that this order will allow.

Again we do apologize for any inconvenience.

Review: I ordered a [redacted] front loader washer with pedestal. the washer and pedestal arrived damaged I have tried working with AJ Madison and the replacement that they have sent were damaged as well. they are refusing to come and pick up damaged items and give me back a full refund as they state in there policy. the washer and pedestal have never been used. I have washer replacement parts sitting in a box in my home for over a week. I will never order from them again and need help getting a refund. This washer and pedestal cost me$ 1537.00 which I can not afford to lose over damaged equipment... Please help me. the washer and pedestal delivered on 5/**/2015Desired Settlement: I would like them to pick up the washer and the parts that they sent and get a full refund for washer, pedestal, and 5 year warranty. Thank you for your help.

Business

Response:

Dear Valued Customer,Your refund will be issued within the next 7-10 business days. You will receive an email confirmation once the refund is posted back into your account.Have a great 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 has been giving me the run around about two appliances that I bought. Brand new out of the box microwave did not heat water and dishwasher had a damaged tub that leaked water on the kitchen floor.

9/*/14 I ordered and purchased online from AJ Madison, Inc, a [redacted] microwave Model MMV1174DH, serial #TR41911443, for $209.00 and a [redacted] dishwasher, Model MDB7949SDH, serial #F42501590, for $569.00. Free shipping.

9/**/14 appliances were delivered by [redacted]. Appliances looked fine from first checking. They were piled on top of each other.

9/**/14. Appliances were installed. Microwave would NOT heat water in 4 min. Tried many times to see if the water would get hot. And dishwasher had a leak on the bottom, water was all over my kitchen floor.

9/**/14. Called customer service at AJ Madison to report to them the problem. Talked to [redacted]. She said to call [redacted] at ###-###-####. [redacted] customer service contacted [redacted] at ###-###-#### to make a service call and check the appliances.

[redacted] reported to them that microwave was DOA and the dishwasher had a dent in the tub on the bottom. Looked like motor had been pushed hard into the tub bottom that made a dent and made a huge leak. He faxed his findings to AJ Madison. There were many times I contacted Customer service to see what they would do about it.

[redacted] told me she no longer was in customer service, but failed to tell me or anyone in customer service. She didn't forward my problem to anyone. I have called and emailed customer service many times.

11/**/14. Been trying to get this problem resolved. AJMadison will not give me shipping info so I can return the appliances. It has been 2 months already.Desired Settlement: I want to send them both back and get a REFUND. They are not working appliances. They claim they are under warranty. I purchased NEW appliances. They should come to my home working. They shouldn't have to be worked on. They were brand new out of the BOX.

Has been a very disappointing experience.

Business

Response:

Thank you for contacting AJ Madison. We will proceed with the agreement we spoke about over the phone, AJ Madison will be picking up your unit and refunding your account out of customer satisfaction. We are sorry the manufacture has was not able to get a service company to your home to adjust your unit. Please wait for the trucking company to contact you about the pick up of your dishwasher/ Thank you Have a pleasant day

Consumer

Response:

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

Sincerely,

Review: ordered a washer dryer december *, 2015. delivery company called to set up a day and time. they never showed. after numerous attempts finally reached aj madison customer service. they said they would get the problem resolved and get back to me. have never heard from them.Desired Settlement: deliver the product

Business

Response:

Thank you for your email. We contacted the trucking copamy and they have provided proof that they did attempt to deliver your order on Dec [redacted] in time frame. They have also stated that you have requested they set up a new date for after Christmas as you will not be home to accept delivery. Have a pleasant day

Consumer

Response:

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

[i have a problem with being called a liar. am home delivery called at 9:15 pm on december ** for a delivery that was suppose to be made on december ** between the hours of 3pm and 7pm. attached is a screen shot of their phone call made at 9:15 pm. it is the ###-###-#### number. Your Answer Here]

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 are sorry that we can not view any attached files you have provided to Revdex.com. If you would like to forward them over to the customer service team they can review. As stated before that you have requested they set up a new date for after Christmas with the trucking company and this has been done for you. Have a pleasant dayEmail sent to the business from the Revdex.com regarding view of the attached files: Sent on 12.**.15[redacted]Response from business to email above: Thank you for the email.This would not change the response as customer requested a new date and has been set up according to the customer’s request.Have a pleasant day