Appliances Connection

per the manufacturer policy if they cant fix the issue after 3 repairs they will exchanged it at no cost to the customer.we can dispatch the tech again if the customer agree.

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:

Once it hits the credit card
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

This is about the worst shopping experience we have ever had. We have been lied to, bullied and threatened by the Customer Service. My hope is that this will warn others. Nobody should have to go through an experience like this.
We ordered a large sectional sofa from [redacted] online.
We have been ordering several different furniture items from other companies, some with “white glove” delivery and some to our door depending on the size of the item and the difficulties assembling them. I am very busy at work and we have two newborns at home. Thus we have very little time and energy to deal with moving large furniture pieces around, in addition to the stress that comes with a move in the first place.
We chose to order from [redacted] solely because of their affordable “white glove” delivery service. This sectional sofa was way too large and way too heavy to be carried by a single person, and probably too heavy to be carried even with a second person. The item was available from several different merchants online. [redacted] offered the best price and the most affordable “white glove” delivery service which they heavily advertised for 49.99. We had never ordered anything through them, but they had good reviews and seemed like a large and serious business.
These are the “white glove” services that Appliance Connection offers (copied from their website):
White Glove Delivery (7-14 Business Days):
White Glove Delivery is a special service that is safest for large and overweight items. This service is a fully insured type of shipping which includes delivery to the room of your choice. Upon delivery, the delivery men will unload, uncrate, unpack and deliver the product into your room of choice on the first floor so you can inspect the merchandise. Most of the packing materials will be collected and removed (Debris removal service is not available in all areas). Please note that this service cannot be completed if the unit does not fit through the door. Additional fees will be applied if the doors must be taken off of the hinges. Additional charges may apply for deliveries past the first floor (There will be a $25 per floor charge for any item being delivered to past the first floor). This service does not include installation. Installation services are sold separately. For additional delivery services and installation questions, please call our sales department at ###-###-#### option 1. This service may not be available in some remote or rural areas. Read what to expect below.
Delivery company will call you to provide you with the date and time for the delivery, they will give 4-6 hour window for the delivery date and time.
• Transportation directly from our warehouse to your location
• Courteousy call 1 Hour before delivery
• Equipment to safely lower Product from the truck to the ground
• Comprehensive Physical Inspection Form
• Position of the item in the home according to homeowner's specifications
• Removal of product from Packing Materials
• Removal of packaging, subject to your request
• Leave your location free of damages
• Please Note: This service is only available if the unit fits through the door. If the door needs to be removed, an additional fee will be incurred.
Delivery service for white glove orders are positioned in the home according to homeowner's specifications given upon ordering. An additional fee is incurred for each floor after the first floor ( $25 per a floor).
We checked that this service is available with our zip code for this item. On their website one is prompted to type in the zip code in order to confirm that this service is available prior to placing an order.
We placed our order of the sectional sofa, including “white glove” delivery service on June **, 2015 (order confirmation attached).
1. VERY LATE SHIPMENT AND NO ERRONEOUS TRACKING INFORMATION
Despite the fact that this item was marked on their website as “available” (on their website this means that the item should ship within 7-14 days) and despite the fact that we received an email informing us about delivery of the item within 7 days, the sofa wasn’t delivered until four weeks later. We emailed the customer service several times and merely received non-committal responses, assuring us that it would ship "soon". Off note: Their phone service has a waiting time of at least 30 - 40min every time we tried which makes emailing your only option. You also cannot trust information they give over the phone as they will alter their statements later (see below). All online tracking links that we received later and all emailed tracking numbers weren’t working. We even called the mentioned shipping companies and they had no idea about our shipment and couldn't do anything with the tracking numbers provided. Despite numerous emails back and forth we didn’t receive any accurate shipping details until the day of the delivery when we received a two-hour warning from the local shipping company MDT. For such a large item it is quite frustrating trying to sort out a delivery within 2 hours, taking off from work and making sure that somebody is home.
2. THEY RIPPED US OFF
When the truck finally arrived at our home on three weeks later than expected, we were informed by the truck driver that the order was not shipped as “white glove” delivery and that he could only drop it off at our entrance or in our garage, but not bring it into our living room or provide any of the services we ordered. We called his supervisor and were informed that “white glove” services were not ordered and that they can’t do anything else for us even though I could show him our order confirmation from [redacted] clearly highlighting "white glove, in-home delivery". We made an attempt to call [redacted]. However, their customer service line was already closed on Friday afternoon EST. The shipping company instructed us to refuse the shipment as this would be our only option – other than having it dropped off at our door or in our garage and accept it without the white glove services.
Because we had ordered “white glove services” we followed their instructions, in the hope that there was some kind of mistake that it could be sorted out after the weekend. We also simply weren’t physically capable of carrying even parts of the sectional sofa into our home, let alone our living room.I contacted [redacted] via email the next day.
I'm still in shear disbelieve and we are still in shock about what happened over the next weeks.
I was very wrong to think that [redacted] had any intentions of correcting their mistake about the delivery. Their goal was to cover up their mistake and to make us pay for it!
In the first line of defense from [redacted] we were told “YOU DID NOT ORDER WHITE GLOVE DELIVERY SERVICE”. I was shocked. I forwarded them our email order confirmation which clearly stated "white glove delivery". And still over the next several weeks, they still refused to acknowledge that this order confirmation was accurate or to acknowledge that they had made a mistake.
Instead, in their second line of defense after I insisted that this is what I ordered I was told that my credit card wasn't charged for the white glove delivery fee and thus I had no right to receive this service. It is true, the charge on the credit card was different from our order confirmation.
[redacted] mentions on their website that your credit card will be charged for all costs only after the order has shipped. As we never exactly were aware of when the order had been shipped or where it currently was due to the false tacking information, we didn’t check our credit card statement and didn’t notice that the card was only charged for the price of the sofa and not for the “white glove” service. Even if I had noticed the difference I would have just assumed that we would be charged for delivery charges at a later date after completing the delivery due to possible extra charges (as mentioned in their white glove description).
The only document, the only confirmation or invoice that we ever received prior to the shipment of the sofa was our order confirmation email that clearly includes our “white glove” service. We were never contacted by [redacted] about a change in the shipment conditions that we had ordered and we were never told that they couldn’t provide this service. If that had been the case we would have cancelled our order immediately as we absolutely had no interest getting a large sectional sofa delivered anywhere buy INTO our living room. We were never given any opportunity to cancel the order due to a change of shipping conditions and we were never informed that anything about our order had changed. We would have simply ordered the item somewhere else.
After I wouldn't let them get away with this, their third line of defense was the following:
Were told that [redacted] doesn’t provide ANY ‘white glove’ services in rural areas. I was told that our town, a town of more than 100.000 people, was “rural” and that, in fact, all of the state of Montana or any other state in the Mid West was by definition rural and thus no ‘white glove’ services could be offered. I was told that I should have known that!
I insisted that their website offers these services with our zip code. On their website they heavily advertise their cheap white glove deliver service and make you punch in your zip code to assess if it is available. And it still is. I even went through the order process a second time and printed screen shots showing that the white glove service with our zip code can indeed still be ordered for exactly the same item. I received no response regarding this fact.
I insisted that we were not interested in the sectional sofa at all if it couldn’t be delivered into our living room and that their ‘white glove’ service was the only reason why we ordered this item through them. I was informed that I could of course cancel the order, but that I would be charged for stocking fees and for shipment costs as I was returning the item for “no good reason at all".
At that point their customer representative who identified himself as "supervisor" regressed to insisting again that I never had ordered this service in the first place and I told him I would just dispute all charges as I had the services confirmed in my order confirmation. After a few verbal threats and attempts to intimidate me that this would never work and that I should just agree to have the sofa be brought to my garage or drive way, I was ready to conclude our conversation.
At the last moment he offered to work something out with the local shipping company. I insisted on getting this confirmed in writing – which of course never happened.
Over the next two weeks we received phone calls and emails from several different customer service agents trying to bully us into accepting the delivery as it is and threatening us with delivery and stocking fee claims if we didn't comply. At one time one person promised on the phone that they would be willing to provide a third party that would deliver white glove services after the shipping company delivered the item.
That of course sounded great. Despite the verbal offer though, this never translated into an offer in writing. And simultaneously, we received more emails listing their claims in the event that we refused the shipment as it is.
I made it very clear that I would like to get a very detailed written description of those services and responsibilities this third party would be providing as I didn’t believe them to set up the third party services in the first place or to assume any reliability for them. It looked to us like [redacted] was trying to get us to accept the offer to our driveway, so they could claim that they had delivered all services. We were afraid that a third party would never show up or never perform the ordered services and that we would have no right to return the item if there were any damages as this would be blamed on the third party or not be insured through them. I was instructed on the phone that the shipment would NOT be opened after the third party would bring it into the home. They “promised” repeatedly we would get this all in writing. That never happened.
Even though I asked them to come up with a clear statement from [redacted] and to tell us if they were willing to offer the white glove service after all or not, we never received any detailed proposal in writing; only vague and very short, non-committal emails telling us “A third party will bring the item into your house” – no mentioning of the white glove services at any point, no information about which “third party”, no mentioning of our rights or our responsibilities, insurance or outstanding fees for us that they still claimed in addition.
We received phone calls urging us to schedule the shipment and “not to worry about the white glove service” as that would be arranged after the shipment was accepted. At one point I was emailing them and another person simultanously called my wife telling her that they couldn't reach me and that she had to accept the shipment today, threatening her and trying to bully her into accepting the shipment right away.
Again, we received no answer addressing any of our questions or concerns about the delivery service. At this point we finally gave up and disputed all charges through our credit card services. The dispute is pending at this point.
The threats never stopped. We are still receiving daily calls and emails in which we are told that we refused the shipment and that we are liable for stocking fees and shipping fees as per their policies that we agreed to when we ordered - there of course is no mentioning that we in fact ordered a different service that they couldn't offer - but that doesn't stop them.
3. FALSE ADVERTISING
I believe that they are knowingly luring customers into ordering items through them by offering lower prices and their cheap white glove services. They make you believe that if you type in your zip code they offer this service. Then, they ship the item with a different delivery option to save the shipping cost, sneakily don't charge you or it and hope you won't notice, provide you with incomprehensible shipping updates so you won't notice and then bully you into taking the item as it is without the ordered services. I'm pretty sure that many families would have long given into their threats and accepted, not knowing their rights better and just wanting to have the phone calls go away.
I truly hope that this will help customers stay away from this company and protect them from such a stressful and frustrating shopping experience.

This company is a joke. Purchased a refrigerator from them, had a terrible time even getting ahold of the shipping company (put on hold for hours, hung up on) and the fridge arrived with two huge dents. They, of course, refused to replace and now I'm stuck with a damaged fridge. Avoid this sub-par company like the plague; you'd be better off just throwing your money away.

Reviewing [redacted] complain, came to the following facts:
1- Customer placed the purchase order on Dec. the [redacted], and received an e-mail confirming the purchase and been viewed by customer.
2- Item was shipped to customer on Dec, ** and an e-mail was sent with tracking information...

and viewed by customer.3- Customer called our C.S . on Dec. ** asking to cancel the order.
4- Though the above, Appliances Connection has processed a Full Refund for the customer on Dec. **, the shipping charges and the 10% restocking fees (as per Return Policy) was even waived.
Kindly close this complain for "Complete Satisfaction".

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:

Hi,
 
Thank you for all your help in this process. I have emailed the screenshot to the dispute analyst at USAA and will relay their answer as soon as I receive it. 
 
[redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Upon reviewing the complaint the issues presented have been addressed as follow,
the customer purchased refrigerator and installation service, our website clearly indicate that installation service may not completed at time of...

delivery,it also indicate the installation may be cancelled if the service is not available at the customer’s location, which is the case here .however, our customer service department were able to find local installer (information below ):
[redacted]
The installation was completed on 10/**/2014 we have refunded the customer for the service.
Kindly ,update your record .

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 have determined that my complaint has NOT been resolved because:

This is the very reason I notified the BBC I never ordered any chairs my complaint pertained to a damaged stove, this company does not stand by its word. The item was returned to LF Logistics as they told me, my refund was a partial refund of paying Appliance Connections $1,835.68. They lie continually the representative I spoke with assured me I would get the full refund which didn't happen.  I wa Mt this complaint to remain posted so others want make the mistake  I did. If you ask to speak to someone in billing they tell you have speak to a customer service representative first
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

After reading some of the negative reviews I was a bit anxious about using Appliance Connection (AC), to purchase my family’s washer and dryer, but I have to say that was not my experience at all. I purchased a stackable Whirlpool washer and dryer set. Their price was easily the best I could find even when the very same equipment was on sale at other more well known appliance stores like [redacted]. I originally tried to purchase the washer/dryer set online, but could not get the package I wanted with the warranty and stacking equipment I wanted into the cart. So I called AC and spoke to a salesperson. He reviewed what I was trying to do and quickly understood my dilemma. I was trying to make a package that they didn’t offer, however, he went ahead and gave me the discounted package price and even discounted the warranty for my trouble. I added the “White Glove” service because even though I am a pretty good size man with a couple of sons, I did not want to have to deal with damage either to my door, floors, or the washer & dryers. The sales person said they had both of the machines in the warehouse and they should be shipped out within three days, which they were…actually they were shipped the next day! I purchased it on the April [redacted] and it shipped April [redacted]. I was notified when they shipped and provided a tracking number. They arrived in my town on the [redacted], which is pretty good considering AC is in New York and I live in California. When it arrived her e I was notified by the local delivery company and arranged a delivery for a couple of days later on the weekend when I was going to be home. It was delivered by them at the promised time. The unpacked it and put it where I instructed them to without any damage. My son’s and I were able to use the stacking tools to complete the installation pretty easily. The washer and dryers look and work beautifully. As I said, I saw some of the negative reviews but I can only say my experience with AC was great. They did everything they promised, easily gave me the best price, delivery was very timely, and my equipment works perfectly. I will definitely use AC again.
Dr. B J D[redacted]

I just purchased a Samsung countertop convection microwave. It cooks with an even temperature . I am able to to use it as a second oven when needed and it is sleek in its appearance and an attractive and useful appliance in my kitchen.

I did not have a good experience with this company. I ordered a refrigerator and a month later they still didn't have it in their warehouse. When I called to see what was going on they just kept trying to push me to buy a more expensive refrigerator. We ended up cancelling the order because of the terrible customer service and because they told us the refrigerator was on back order nation wide. We ended up buying it for the same price through [redacted] and got it delivered to our home and installed for free in less than 24 hours.

With the lowest price we could find, and delivery before it was promised, what's not to like. We will definitely consider using ApplianceConnection the next time we need to make a similar purchase.

Upon reviewing the complaint the issues presented have been addressed as follow :The customer received the dishwasher ordered on 12/**/2014, the paper work we received from the shipping company indicated that the customer has opened/inspected and signed for the dishwasher free and clear ,when the customer called us to notify us of the damage we apologized about the inconvenience and immediately opened a ticket to gather the information needed for the damaged claim ,our records indicate we have ordered replacement for the damage parts , the parts have been shipped via UPS tracking # [redacted] and delivered on 01/**/2015 .Kindly , update you records and close the case .

Upon reviewing the complaint the issues presented have been addresses as follow :
Per our agreement and offer we have...

shipped new stove on 08/**/14 .Unfortunately , the new stove also arrived damaged and refused , as of today we have credited the customer in full for the new stove and the pickup fee , the stove currently is on back order , we will proceed with the exchange once it become available ..
 
We do apologize for any inconvenience this may have caused.

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]
 The fabrication the company has spun is unacceptable. I have printed out every email and have every conversation had with company. Will pursue civil suit.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

I wouldn't even give this company one star.
I firstly would like to say I have been in costumer service for over 15 years.
The way this company operates is nothing but horrible. From the time I placed my order until the day it arrived I was constantly told one thing when actually it was another.
For being a single mom and having ask questions about product and installation to not be informed properly made this entire transaction the worse I have ever had.
The pricing is not bad for the product you think you are ordering but they tack on every little thing they can. And don't even deliver what you pay for. When you purchase "instillation" and tell the representatives (MULTIPLE) that you have no equipment and need everything. One would think that A. It comes with the installation in order to make the instillation possible or B. they would inform you what you need (make a sale) , and gather ALL items needed to properly setting up units. Am I wrong?
Then the only charged me for instillation of one of the units... ummm?? Seems a little weird to me that anyone would ask to install one unit but not the other? So then started back and forth calls and multiple conversations with representatives.
To make this long review to the point.. The owner/ manager I spoke with was completely rude, unhelpful, and straight lied about me having everything I needed for installation.
I strongly urge EVERYONE to use a local company with warranties and a service department.
Even after everything... the units aesthetically are gorgeous but LOUD, I feel like the washer is broken.
1300$ for an overall stressful long and disappointing experience. I will and would not recommend this company to even my worse enemy.

Revdex.com:
At this time, I have not been contacted by AppliancesConnection.com regarding complaint ID [redacted].
Sincerely,
[redacted]

My name is [redacted] and I live in Miami, FL. Wanted to take this time to express how satisfied I've been with my purchases from Appliancesconnection.com. This is my second order I have place with them. My first order was placed about a month ago. I ordered a stainless steel Maytag refrigerator, stove and dishwasher for my newly remodeled kitchen. Their service, shipping and customer service is top of the line. They process the order and shipped the appliances very fast. The customer service team is very professional and helpful. All 3 appliances arrived in brand new pristine condition perfectly packaged with not a single scratch, dent nor scuff marks on the stainless steel or anywhere. The shipping company they use are very professional and careful handling the freight. Appliancesconnection.com has the best pricing. No other online store nor retail store comes close nor want to match the low price that appliancesconnection.com offer. We are so satisfied in every way with appliancesconnection.com that we just places a second order on 8/**/2013 for a new Maytag washer as our 12 year old washer went to rest. Appliancesconnection.com is definitely the only 1 stop A1 source for all your appliance needs. I definitely recommend appliancesconnection.com if you want the best pricing, service all around. I've recommended appliancesconnection.com to my family and friends. Appliancesconnection.com has a huge selection of appliances an brands for everyone needs and taste. Thank you so much appliancesconnection.com and the whole team for great service and professionalism!!!"

Our records indicate we have attempted on several occasions to resolve the issue and we are stilling willing and looking to bring this matter to its resolution . We have advised the customer to update all negative reviews he had posted against our company in exchange we are willing to take a lost and issue full refund.