AJ Madison

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 have sent you the following email:
Hi [redacted],
Thank you for placing your order with AJ Madison.
We spoke to some one in you office on Friday [redacted] October and they said that you where out of the office .
Can you please have the unit ready for pick up and we can schedule the pick up on Thursday or Friday of this week.
Once the unit is picked up we will issue you a credit in full .
Please confirm which date you prefer for the unit to be picked up .
Have a great day
Thank you,
[redacted]
[redacted]
[redacted]
If you have any other questions please let us know.
Have a pleasant day.

Thank you for your email. After looking over your order we see that the unit is already set to be picked up at no charge. If you have any other questions please let our customer service dept know so they can assist you.  Have a pleasant day.

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

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

Thank you for shopping at AJ Madison.   We apologize for any inconvenience that this situation may have caused you.   Please understand when a package comes back for credit or exchange, the manufacturer charges a restocking fee as the unit is returned back to the manufacture. We are sorry...

but we do not have control over this charge.   When a customer places an order, they receive an email confirmation with our return policy clearly stated, so they are aware of this policy when placing their order. On the same order confirmation email we provide “General Purchasing Tips” to assist the customer, to avoid issues of incorrect measurements. (see attached) -Measure the area where the product will be located and ensure there is enough clearance on all sides height, width and depth. -Measure all doorways to insure the product you ordered will be able to fit inside your home. Our terms and conditions and our return policy are also posted on our web site from which you ordered from. (see attached) When the customer places an order on our website they were presented with a “Verify Your Order” page where they must acknowledge and agree to our terms and conditions before submitting their order which list the 30% restocking fee in both the terms and conditions page as well as the return policy page. (see attached)   Once again, we apologize for any inconvenience, however we would not be able to refund the restocking fee.

Thank you for your email. We are very sorry to hear of the issues that took place with the installation of your unit. As it is right before Thanksgiving we wanted to offer you a new unit that could be delivered before the holiday. After speaking to you we do understand that the defective unit was...

already picked up and that you have already replaced the unit with a difference vender. We will be sure to have your account credited right away.  Again we are so sorry that this took place and hope you have a happy holiday.

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

[Your Answer Here]
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,
[redacted]

Revdex.com:
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. Aj Madison emailed me a couple of days after my complaint that they had received a few more of my item and my range would be shipping in the next 2 to 3 days. I waited to respond that the issue was resolved until I actually had a firm delivery date from the shipper which I just received today. The range is to be delivered 9/**/16 and I consider the matter closed.
Sincerely,
[redacted]

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

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

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

Over two months ago, at AJ Madison's request, I forwarded to them information and pictures of the damage done to my apartment. At that time, they told me that they had passed on the information to their agent, the delivery company, for review and resolution. AJ Madison stated there was a "claim number" opened at the delivery company. Even then, I reiterated to AJ Madison that my contract was with AJ Madison, that AJ Madison had charged me $175 for delivery and installation, and that AJ Madison was directly responsible for any damages. In any case, I heard nothing from AJ Madison or their delivery agent until after I filed this Revdex.com complaint. Now, out of the blue, they're playing the same game of telling me to deal with their agent from scratch. The agent's rep told me they have no complaint file and that the process must start now.Unfortunately, AJ Madison is unwilling to pay for the damage done to my home, so the matter is unresolved. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response...

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

After you promised that the range would be delivered on Monday which was my biggest reason for agreeing to the credit, it didn't show up until Friday.  As has become customary I sent your customer services department an email on Tuesday to see where it was and no one ever responded to me.  In addition, when I got the range, one of the legs was badly dented, which I have included a picture of here.  Worse however is that the pallet inside the box had a nail that was not hammered in all the way and when the delivery drivers dropped the range off, they set the box down and pushed it on the wood floor and scratched a huge section of my wood floor that will have to be replaced.  This has been far and away the worst buying experience I have ever had with a retail store.  I demand another $500 off for a damaged product and replacement of my floors.  Otherwise, you guys can deliver me and install me a new one and come get the old one.  Up to you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for your email. We have contacted the delivery company that delivered your order. They have been in contact with you. Please direct all issues with delivery to them and their insurance. Please note the trucking company is a separate entity and we have no info on this claim. Have a...

pleasant day.

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

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,
[redacted]

Thank you for your email. We see your account has been refunded. Have a pleasant day.

Thank you for your email. We are happy to hear that the unit is being sent back for a refund. If you have any issues please let customer service know. Have a pleasant day.

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Thank you for your emailThe manufacture has stated the part was delivered to service company.[redacted]. Service was done to replace the part and resolved on  11/**/15 Have a pleasant day

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

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.

[redacted] We are sorry it took a longer then normal to respond as we could not locate your order with the information provided. We have provided the correct information after we have locates your account. We...

do see that for your refund you simply have to mail back the serial tag. The email with directions has been provided to you. If you have any questions please let us know.  Have a pleasant day