Appliances Connection

I am very pleased with Appliances Connection. The web site is secure, responsive, well designed, and easy to use. The service and product selection is excellent.

I did have an issue with one of the items I ordered. I found that Appliances Connection was very responsive, and they dispatched a service call quickly (and fixed the problem!). The ticket system used to enter issues and complaints is very easy to use.

I am very pleased with the prices and the service, and would use them again. I highly recommend them to anyone contemplating buying appliances whether local or over the Internet.

Review: I ordered a kegerator from there site for $1235 and when it arrived it made an abnoxiously loud noise. I called customer service immediately and requested a refund. They refused my refund even though there website clearly says I can return an item within 30 days. After going back and forth for over a month with various customer service people they finally said they would accept the return. They charged my credit card for the return shipping of $175 and told me once they receive it back they would issue a full refund. Well I shipped the item back in brand new condition bc I never used it and they only refunded $961 even though I had paid $1235+$175. They stole the remaining amount of money and are refusing to pay it back to me. The item was not what I ordered. It was broken and defective. I did everything in my power within the parameters of the return policy to get the item back to them. They have been nothing but rude and manipulative.

I really just want my money back.Desired Settlement: Want a complete refund of all my money. These people intentionally stole from me. When I spoke with customer service on the phone they said they would be issuing me a full refund no fees and now that they have the product and my money they feel like they can do whatever they want.

Business

Response:

Upon reviewing the complaint the customer stated in his complaint that he returned the unit in brand new condition and never used it ,then he said it was broken and defective , then he mentioned the unit is noisy ,it seems the matter at hand is buyer remorse the customer changed his mind when the product delivered , we have arranged with the shipping company to pickup the product , once the item returned refund has been issued as a greed.

Review: Ordered dishwasher, refrigerator and gas range. Paid for dishwasher installation. First delivery, the men did not know how to install dishwasher, did not have electrical cord for install and water was coming out of the bottom of dishwasher with wires exposed, refused delivery of all items. Spoke to customer service, was told they would reimburse the installation fee and order new dishwasher. Never heard a thing. Called again was told by [redacted] the previous rep was new and he never did anything. [redacted] put in the installation fee chargeback and said she would reschedule the delivery. Never heard from delivery so called again was told still waiting for new dishwasher. They never follow through on anything. If you don't call them they probably would never call you back. So call again and told delivery will be on October [redacted] and driver would call before. No call, show up around 2:15. Take out the refrigerator and the delivery man has no tools i.e., box cutter, metal shears, straps, he complains that the company never gives him the right tools so I supply the tools for him since he needs to take off doors to fit through front door (stated on invoice). He says he never removed the doors before only handles. So I help him with this also. Finally after an hour of removing parts the refrig. is going in. I check the range and dishwasher, notice the range has a gouge out of the top with scratches. I go in the house and the men have put the doors back on the refrig. but the freezer door keeps opening. I call customer service again get disconnected twice, finally a rep calls back and says he can send out a tech in the morning to look at the refrig and range. I refuse this and ask that the items be removed and I want a full refund which eventually he agrees to, can he speak to the delivery men. From my side of the conversation it appeared the delivery men were getting yelled at for taking so long with this delivery and he asked if the man had taken the course for installing appliances which he replied never. Then asked him if he balanced the frig. etc. Delivery men explain they were not provided with tools for the job. They disassemble the item and I get another call from App Conn (a different person) asking if he could send out a tech, give us 10% off and a 10 year warranty on all the appliances which I refused, then I was threatened with a charge of $1000.00 for having the delivery men here for 4 hours. The delivery men arrived at 2:15 and departed around 4:15. The only reason they were here that long is because they were not equipped with the right tools or knowledge to do the job. I inform him not to threaten me say goodbye and end conversation. The men took the items and left. This so called company is nothing but a scam selling refurbished items. They are rude and not at all customer oriented.Desired Settlement: I want a full refund so that I can go to a reputable customer-service friendly company for my purchase and not a scam company.

Business

Response:

our records indicate the customer got his money from charge back through dispute he filed with his credit card .we do apologize for any inconvenience this may have caused.

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 only credit I have received is for $159.99. The credit card company has found in my favor so I am waiting for $2931.89 which is the balance of this transaction.

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:

When I receive the full refund, I will be satisfied.

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

Sincerely,

Business

Response:

we approved the dispute so it should get back to the customer shortly .

Review: I placed an order by phone on 09/**/14 that included expedited shipping at an added cost of $69.99. I was told when I placed the order to expect it to arrive to me by early in the following week of 10/*/14. My order was not picked up by shipping company until 10/**/14. The tracking number for shipment shows a service type of: Normal Service and location of shipment on 10/**/14 is listed as New York. Appliances Connection had my order picked up 8 days after I placed order and shipping company shows that my order was in New York for 6 days after pickup. No expedited shipping.

I have contacted appliances connection three times regarding my problem and they have been evasive in addressing the problem, they admitted to being "a day late" in processing my order but my visa was charged 09/**/14. Appliances Connection have refused to refund the $69.99 expedited shipping. They 1st claimed to have upgraded delivery to "white glove" delivery for being late in processing order, on subsequent calls they offered again to upgrade to "white glove", I no longer believe they intend to address my issue. All information I have regarding shipment is that it is not expedited and I am not getting what I paid for. The extra charge for faster shipping plus the extremely long wait is unacceptable.

Looking through the complaints on the New York Revdex.com this looks like a common occurrence and customer complaint with Appliances Connection.

This is for order#[redacted] a samsung washer and dryer with 5 year warranties, models: #WA50F9A8DSP and DV50F9A8EVPDesired Settlement: I would like a refund for the $69.99 expedited shipping service I paid for but have not received.

Business

Response:

According to our records this order was shipped via [redacted] , as a courtesy we will credit the customer $69.99 the express fee.

Kindly , update your records and close the case.

Review: I purchased three large appliances from them for a remodel with warranties. I found what appeared to be a stacker. It was but it was a stacker dryer set. I've never heard of a stacker dryer. I offered to exchange it for a washer/dryer stacker for more cost plus pay shipping, repackaging / and other incidentals. They said no because I didn't have the original packaging which I paid extra to have removed through their shipper. Have you ever heard of a stacker referred to as dryer stacker? What they want to blow a $2500 sale over a $20 box?Desired Settlement: A washer/dryer stacker with warranty. A CET 8000XQ electric with warranty. I understand I will have to pay the difference. I will pay shipping for return plus other incidentals. The SSET07 WFU is totally unused because I have to wash before I dry. Either that or the Salvation Army gets it and I'll find a stacker elsewhere.

Consumer

Response:

At this time, I have been contacted directly by AppliancesConnection.com regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

Their answer was that the manufacturer was unwilling to take the unit back. I didn't buy the unit from the manufacturer, I bought it from them. I paid extra for a warranty I will never use. All over a $20 box? Bad business model.

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

Sincerely,

Business

Response:

?Upon reviewing the complaint, the issues presented have been addressed as follow :

The customer submitted an online order # [redacted] for a commercial stack Dryer/Dryer Model # SSET07 , upon receiving the order our website sent a confirmation email confirmation the items ordered , the customer reviewed the email Date/Time listed below (attached copy of the email sent)

Customer opened email on 03/**/2014 6:11:12 pm from IP [redacted]

The stack dryer it was on back order till 05/**, , we had to split the order and ship the other items separately in order to avoid delays , the customer never voiced his concern about the stack dryer the order was shipped and delivered on 05/**/14 .

On 06/**/14 the customer called us requesting to exchange the stack dryer , we gladly willing to exchange the stack dryer but the customer no longer have the manufacturer box or the packing material, we are not trying to blow $2500.00 sale for a “BOX” but simply the item is not saleable and NOT in condition where the shipping company will be able to return it from the customer’s location in WA back to our warehouse in NY .

Per our return policy all returns must be in the same condition and have the original box , we do apologize for any inconvenience this may have caused, we are still willing to work with the customer and offer him $100.00 discount to be used toward the purchase of the unit his looking to buy .

Business

Response:

We do apologize for the delay in responding to this complaint, in order to bring this to a resolution per the customer’s request we will credit his account $119.99 which is the amount he paid for the warranty.

Consumer

Response:

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

Sincerely,

Review: I ordered a stove from Appliances Connection on February *, 2014 to be delivered in 7 to 10 days from that date. My contractor received the stove in that time period, but it was damaged whereby he refused delivery and had it returned. I was contacted by Appliances Connection on March [redacted], asking how I wanted to proceed. I asked for an exchange. On March [redacted] I was told that my replacement would be handled in a "timely fashion." On March [redacted] they indicated that my replacement unit process would be 2 weeks. On March [redacted] they indicated the estimated time of arrival would be 2 weeks. On April [redacted] I called again and the [redacted] for Appliances Connection guaranteed that I would have my stove on Friday, April [redacted] but no stove was delivered and no phone call to my contractor. On April [redacted] I called again and spoke with this same [redacted] who said she needed to do some investigating and would call me back in 10 minutes. Never received a call. Called again on April [redacted] but they were closed. Today, April [redacted], 7:30 a.m, I called and asked to speak with the same [redacted], but was sent to a person in claims; they in turn transferred me, where I was given a different [redacted]. He in turn said he would talk to the [redacted] and have him call me back in 15 minutes. It is now 11:02 am on April [redacted] and I have not received any calls.Desired Settlement: I would like a complete refund of $533.99 to be credited back to my credit card promptly.

Business

Response:

Upon reviewing the complaint our records indicate this matter has been resolved , replacement stove has been shipped and it's schedule for delivery any day .

we do apologize for delay and the inconvenience this matter may have caused.

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 company has been telling me the same thing for two months. I will consider this matter to be resolved when I actually have the stove in my possession.

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

Sincerely,

Business

Response:

The customer called us yesterday and requested to cancel the order , at this point we will process full refund and cancel the order .

We do apologize for any inconvenience this may have caused.

Consumer

Response:

Yes, I have received my refund. Thank you for all your help.

Review: I purchased a stove from them. It was delivered in dmaged condition. They promised to deliver a brand new stove to replace the damaged one. They repaired the damaged stove and tried to deliver to me as a brand new unit. When I learned it was the same stove I refused deliver and asked for a full refund. The total purchase price was $1084. They only refunded me $915. When I contacted them they advised me they would refund the other $169 and gave me a confirmation number for the transaction. Durning the past nearly 2 weeks I have contacted them several times as I have yet to receive a credit for the $169. Every time I contact them they tell me the transaction is in progress and should post in a few days. As of this date I have yet to receive the $169 credit.Desired Settlement: Credit of $169 to my account as they advised they would complete almost 2 weeks ago.

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. After calling again today, I finally received a refund credit to my account.

Sincerely,

Review: To whom it may concern, I purchased a Whirlpool (WRF560SEYM-Refrigerator) and a Whirlpool (WFE510S0AS-Range) with Appliances Connection on line back in February of 2014.order number is ( [redacted]). I received the order on March,**,2014. However I notice that the items were damaged, I contacted Appliances Connection to inform them that the products were damaged. Appliances Connection, ask me to log into my account in order to submit a return merchandise authorization (RMA). I submitted the return form in a timely matter for my refund. However, I decided to purchase different appliances and pay the difference for the exchange which included me paying the shipping cost of 0.75% interest rate for the return of the damaged appliances in order to receive my new units. Appliances Connection agreed and approved the transaction and accepted a new payment for the new items to be shipped and the damaged items to be returned back to their company. Appliances Connection did not adhere to the agreement between us regarding the shipping of the damaged products. I was informed during verbal conversation with their company that they never agreed to those terms mentioned above regarding the shipment of the damaged appliances. However, I have written signed and dated documentations from their company stating the opposite. They have failed their return policy, which states "Appliances Connection offers a 30 day hassle-free Return policy from the date of receipt of merchandise. If, for whatever reason, you are not 100% satisfied with your purchase, you could return it to our warehouse for a FULL refund." Appliance Connection has not stood by their refund policy because I have not received a full refund from the purchase. They are charging me $400 shipping and handling return which leaves me a balance of $1618. The purchase price was $2093 and the new purchase price is $[redacted].00 which has been charged on my credit card on March**,2014. I have been waiting on this order from March**,2014 until now. My order was suppose to be delivered April **,2014 and I have yet to receive my appliances. Appliances Connection refuses to put in the ticket with the shipping company for the return damage products. Appliance Connection emailed me on April **,2014 and stated that they put the ticket in for the damaged appliances to be picked up. I contacted the shipping company and they are yet to receive a ticket for the shipping of the damaged appliances and I was advised by the shipping company "[redacted]" that Appliances Connection are refusing to work with me regarding my shipping. [redacted] delivery service" stated that they could not schedule the shipping on April **, 2014 and assured me that my appliances would be delivered and the damaged appliances picked up. However, I have not heard anything from either company. Both company's are refusing to comply with my order which has caused me tremendous amount of stress. I have an ill father whom I am caring for and nowhere to store his medication or Ensure or cook his meals because I am getting the run around for which I have paid over $4315.00 and has not received any merchandise. This is a breach of contract regarding their return policy! I feel that they are liable for all expenses and costs that they have put upon me by not owning up to their wrongful doing and miscommunication.

Issue Customer service / Customer relations

If you lost money, how much money did you lose? $ 4315

Date of incident 03/**/2014Desired Settlement: I feel that they are liable for all expenses and costs that they caused in life tremendous amount of stress. I have a ill father who live with me, that I have to make sure that he get his meals prepared and cooked. also to keep his medications stored in a cool place. it took Appliances Connection almost two months to exchange the product items.

Consumer

Response:

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

Sincerely,

Business

Response:

Upon reviewing the companies the issues presented have been addressed and resolved the damage units have been picked up and the new units have been delivered, a refund has been issued as a greed.

We do apologize for any inconvenience this may have caused .

Consumer

Response:

To whom it may concern, I have already fax over proof of documents to your company. when I first filed my complaint; the documents that I fax were the amount that the company agreed to pay for my refund were less the amount. I paid for the applies and my refund were subtracted from the purchased price of the first order, I was responsible for paying for the returned items. AS I stated in my former complaint I suffer from depression and stress knowing that my ill father needed cooked meals on a daily base and a place to store his medications. Also I explain to their company about family members were coming in town for the death of my nephew who had just pass of away; and I needed my applies. they kept lying about the pick-up from JB Hunt; stating their company put the ticket in for the returns, however they never placed the ticket. I am asking for pain and suffering as a monetary payment.

PS

please locate the documents that I send in to your company proof of e-mails tracking.

Review: I found a vanity set I liked (Design Elements DEC015D Redondo 61" Double Sink Vanity Set in Espresso) , as well as some nice looking stone to trim it, and called for more information on May [redacted] at 4:05pm. Specifically, I asked two questions. I inquired as to whether I could order the set with both expedited and "White Glove" delivery options, or if they were mutually exclusive. I was specifically told that I could order both, because expedited service was the inter-state trucking to the terminal, and white glove delivery is a mode of delivery to my home. Additionally, I asked how to pay the $25 for the flight of stairs, as there was no item to place into my shopping cart. I was told that the first set of stairs was free -- I only needed to pay to go above the first flight. I explained that this didn't seem right and inquired as to how to pay the $25, anyway, because it was cheap insurance against any delivery day problems. I was told to wait until the shipping carrier called me, then to pay. This also didn't sound right, but the Web site explicitly says, in multiple places, that the extra fees for stairs or removing doors can be paid anytime up until delivery. So, I decided that there was no harm in waiting to inquire again when they called to schedule the delivery appointment. After this call, I reviewed my shopping cart and descriptions one more time to double check everything. I noticed that, in some places, it said that the mirror and faucets were included, whereas in others it said otherwise. So, at 4:14pm I called back. I inquired as to whether or not the mirror and faucet were included. I was told that they were. I inquired about the inconsistency on the page, and was told that it was because the vanity, itself, did not include the mirror and the faucets -- but the package I was ordering included everything, including the vanity, top, faucets, and mirror. As the delivery approached, I think prompted by some tracking information by email, I called appliances connection to inquire about the $25 fee. I was told, "Stairs, what stairs...you didn't tell us about stairs" and directed to try to work it out with the shipping company. When they called me, I called them back and they told me they did "lift gate" service, not "White gloves" service, and could not do white gloves service. I called appliances connection back and was told that it was worked out with the carrier and they'd do it. I called the carrier, and they denied this. I called appliances connection and they told me that I'd have to take it on the first floor and offered to credit the $25 for White gloves service. I told them to delivery it to the second floor, as promised, or for the additional $25 fee, or cancel the order. They told me that if I cancelled the order, they would not refund the shipping. Then, they told me that they would refund the shipping, but the trucking company would need to collect it from me, or their collections department would come after me. (Note that the stone had been delivered well earlier). I informed them that I had no business arrangement with any shipping company, didn't owe any shipping company any money, and if they were to, or were to have, represented themselves as an agent of mine to anyone, including a shipping company, for the purpose of engaging in contracts -- it would be very illegal. I emailed to cancel the order. They asked that I call someone else. I called that person and he offered me a $100 discount to take it on the 1st floor. I declined the discount and asked for the promised service at the promised price or a full refund. He said that he would get back to me. Eventually, he told me I'd have to take the delivery on the first floor, pay the shipping fees, or he'd ruin my credit. I told him that he was not a creditor, I had the right to dispute the charges as fraudulent with the credit card company, and that he and I both have agreements with things that can be used to settle such disputes. Eventually, on June [redacted], he told me that he would need $275, not $25 to do the 2nd floor white glove delivery. In order to get the vanity, I agreed to pay the $275 "to expedite this issue and resolve it without further contention" On July [redacted], I still had no vanity -- and received a notice of certified mail from the freight company threatening to sell the vanity because it had been there too long. They also threatened various storage fees. I called appliances connection and they denied that the note, which was not yet in my possession, had anything to do with them. I picked the note up on the 3rd and contacted an attorney to verify that I had no liability. Before I had the opportunity to follow up with appliances connection, a delivery agent called me to schedule a delivery for the evening of July [redacted] -- Independence Day weekend. I accepted the delivery, despite family visiting (without a functioning guest bathroom). The delivery happened that evening. But, the vanity was not a whole piece of furniture. It was a scattered collection of parts. The packaging all seemed to be in decent shape and there was no shipping damage. But, the promised faucets were missing. The vanity measured 58.5", not 61", so it left huge gaps in the space that couldn't be trimmed with the stone, or in any other reasonable way, and there was what appears to be a manufacturer's defect in the glass top (not shipping damage). And, the white gloves delivery service refused to remove the wooden pallet, boxes, and other packing material. At this point: -- they charged me $275 more than promised, $250 more than the Web site said -- they did not expedite shipping, for which I paid -- the vanity is 58.5", not 61", as specified on four (4) different places on their Web page -- they sold me a kit, not assembled furniture -- the faucets were missing (though the matching drain kit was included) -- there is a manufacturer's defect in the glass The issue may be slightly complicated by the fact that I drilled the bottom of the vanity for the pipes before noticing that the size was wrong and the defect. But, this is because the parts were scattered across rooms, as the shippers couldn't fit them safely into the bathroom unassembled. Many vanity tops are 1" or more larger than the furniture base, so I didn't think anything of the gap next to the base. Unfortuntely, that wasn't the case with this set.Desired Settlement: Appliances connection should: (i) refund my credit card for all monies paid for the vanity, stone, shipping, expedite, etc. (ii) send a truck or other carrier to take away their merchandise at their expense. (iii) do this within 5 days.

Business

Response:

Upon reviewing the complaint, our records indicate that some of the issues presented have been addressed, and resolved and some issues are still pending awaiting to be resolved, the wrong vanity has been picked up, we have arranged and paid [redacted] freight to pickup the wrong vanity and it has been credited to [redacted]’s account on 08/**/13. As far the backsplash, [redacted] shipped it to us using his [redacted] account, the back splash arrived all damaged and cracked, we have notified [redacted] of the issue and provided him photos depicting the damages and asked him to file damage claim with [redacted] so he will get reimbursed directly through [redacted] since he paid for the return shipping.

We do apologize to our customer for his level of dissatisfaction progressing to this point, and are making every effort to resolve this issue in the most expeditious and satisfactory manner.

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 business has nearly $900 of my money and I have absolutely nothing. They never sent me what I ordered, so they have no excuse. None.

With respect to about half of this sum, they refuse to refund the monies they erroneously charged me to deliver to me an item (a 58.5" vanity) we both agree I neither ordered nor ever intended to purchase (see their admission in their response).

With respect to the other half or so of the money, it is for accessories and related shipping for backsplash stone matching a vanity (61") that I did order -- but that we both agree they never sent me (see their admission in their response).

At their insistence, I did send the stone back to them -- at my own expense -- which placed me only further in the whole. At this time, we both agree that they are in possession of the stone, yet they have not refunded me a dime for the stone, for the shipping to me, or for the shipping to them.

They claim (see their response) that --each-and-every-- piece (not one, not two, not three, not four, ...) of this stone was inexplicably broken in transit to them. This despite the fact that the stone was double boxed, with layers of foam surrounding the stone and between boxes, and separated into two different, entirely separate outer boxes. Yet, paradoxically, when I informed them that it was sent to them insured by FedEx, provided them with the documentation, and provided them with FedEx's procedure for the recipient (them) to file a claim -- they refuse to do so without any explanation. At least one possibility is that doing so would be insurance fraud, as they know the stone was not broken in shipping to them.

Regardless, I made every reasonable attempt to protect and return their stone to them -- including double boxing, styrofoam, and insured shipping. I am not responsible for damage that occurred to it during shipping to them. It should never have been sent to me at all -- as it was an accessory matching a vanity that they never sent me.

Furthermore, their claim that the stone was damaged in shipping to them can not possibly have anything to do with them not refunding to me the cost associated with shipping them erroneously shipping the stone to me. Clearly I would not have ordered stone matching a vanity, absent the vanity.

This is very simply. They cannot charge me $900 for a vanity package (vanity+sidesplash) I never ordered -- never mind after it has all be returned to them.

Sincerely,

Business

Response:

This matter has been handled by the Consumer affair of NY ,and the [redacted] , both have agreed that the [redacted] claim must be initiated by the shipper , we still have the damage backsplash in the warehouse , [redacted] is welcome to inspect it at any time .

Consumer

Response:

Hi there,

Review: Qty Product Name Unit Price Total Returned Items11. RETURN: FRIEDRICH M12CH 12000 BTU 20 SEER COOLING MINI SPLIT AIR CONDITIONER WITH ADVANCED INVERTER TECHNOLOGY - ENERGY STAR QUALIFIED. (MW12C1H INDOOR/MR12C1H OUTDOOR)(2 Pieces, Consist of MW12C1H, MR12C1H)-$979.00-$881.10Refund for Returned Items 11. CUSTOMER CREDIT$0.00$0.00 Shipping & Handling: $129.00Sub Total: $-881.10Tax: $0.00Total (Including Shipping, Handling, Packing and Insurance): $-752.10they are charging me 752.10 to return an unused item that no one in LA can install, although they have changed their story several times. They are saying they sent me this return slip yesterday when in fact I received it today 2/**/13. They are hoping I will miss the 30 days and have to keep a 979.00 unit I no longer need or want. I am thinking I got swindled and thus they are making me pay such a high price so that I do not send it back. As soon as I said I needed to send it back they have been playing games with e-mail after e-mail and threats that I cannot instal it my self then later saying go ahead. I cannot trust them at all please help.Desired Settlement: I would like my money back all of it 979 dollars, and that they pay for the return of the items since they are swindling other folks, not just me. Please help us customers over 3,00 miles away from this business.

Business

Response:

Upon reviewing the complaint the issues presented have been address as follow:

our records indicate that [redacted] called our office requesting RMA ( return authorization number) for the unit purchased ,due to the fact that he wasn’t able to find an installer in his area, we have processed and emailed the return number on 06/**/13. [redacted] acknowledged the receipt of the email when he viewed the email on 07/**/13(below check our system notes) .please be advised the order was delivered on 06/**/13, not 02/**/13 as [redacted] stated in his complaint.

This transaction has been handled per our return policy, once we receive the item we will credit the customer less 10% restocking.

06/**/13 [redacted]

Sent RMA form to customer

07/**/13 [redacted]

Customer viewed RMA on July [redacted], 2013, [redacted] pm from IP [redacted]

We ask you to close this case for satisfaction, as we have done nothing wrong but to ship the product ordered at the best price.

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:

They are saying 30 days from purchase date. That is all the time I have to return the items back. Well, it is beyond the 30 days since they started this entire problem. I am afraid to send it back but I will give it my best effort.

Mainly my worry is that they are saying one thing to you that they accept the items back for a full refund, yet the simple reply to you the Revdex.com, about the full refund sounds great, however to me they say within 30 days, of purchase.

I am weary that they may not accept the items and still charge me for them? I want to send them back and will do so this week. There are two huge boxes just sitting here in my tiny little house taking up space and they go unused. I will send it back if they guarantee they will not give me more problems once they receive the items.

Thanks,

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

Sincerely,

Business

Response:

As long the product is new in the original box NOT used we will issue full refund .

I really tried to like this company but they failed me miserably. In mid-February I ordered a Kitchenaid Convection Microwave. The ordering process was a snap and I thought WOW nice process. Well, then things came off the rails. The microwave took a week to get across country. No big deal. The delivery company calls and arranged to deliver and install it. So far so good. The delivery company shows up on time. Nice touch. The delivery company looks in the back of the truck for the microwave. OOPS...it's not on the truck. Called AC and they advised they would waive installation fee and get me the microwave. I agreed. A week later I get an automated message from the delivery company that they had attempted delivery. No one called and as such the guard wouldn't let them in. Shame on them. So I rescheduled yet again. Finally, two weeks later the unit arrives and the guys are ready to install it. OOPS...the unit is badly damaged. I was advised by the delivery company to refuse delivery and open a claim. So, off I go to call AC. At this point, I simply asked them to cancel the order and refund my money. AC rep advised they would look into it and get back to me. I advised them that resolution needs to occur by a certain date or I will call the credit card company and dispute the charge. AC advises me they will take care of the problem. Two days later I get a call from delivery company advising they can deliver the next day. I capitulate and take the day off, notify the guards, and wait. Delivery company is again very timely, however, they attempted delivery of the same damaged unit that I had refused earlier. I wonder if they thought I wouldn't notice the HUGE DENT in the unit. Obviously, I refused delivery again and called AC. Was asked if I wanted another unit shipped. I declined and again asked for a refund. I was first told yes then placed on hold. After the hold, the same rep advised that they would look into the situation after I asked for confirmation of the refund via email. At this point I realized they had no intention of refunding my money and would string me along until I allowed them to send another unit. I hung up, called my financial institution and disputed the charge. I will NEVER do business with this firm again and I would caution you to be very, very certain you're willing to put up with these hooligans.

Review: I was called about a delivery originally which coincided with me being at work so appliance connection said they would call me and reschedule delivery. They never called. I called on a Monday around 1pm, they said it was going to be delivered between 2pm and 6 pm that day (lucky I had called I thought). I rushed to the job site to accept delivery, waited in my car. 4pm comes and the they called and said it would be delivered between 4pm and 7pm, 7 pm came and no delivery, I called and was told they had 4 deliveries prior to me and that it would be late. They said they could not get a hold of their delivery drivers. It is now 9:20 pm, I have since left the job site and gone home, I've been hold for 55 minutes because I'm trying to figure out what is going on and if they are going to still try to deliver it tonight or if they are just going to drop it at the job site without a signature? I can't believe that anyone actually runs a business/has products delivered in this manner. Very unprofessional for a major appliance (range exhaust hood).

I have no idea if/when it will be delivered, they have my cell phone number, no one has called me tonight other than the 4pm call saying they are late. Very poor customer service regarding delivery, but appliance connection hired this delivery service so it reflects on them.Desired Settlement: a phone call explaining what happened and apology for wasting 5 hours of my time today sitting at my car at a job site for a delivery that never came. Also I want the product delivered to a different address now because I don't trust them to deliver it now.

Business

Response:

Hello,Please update your records for the above complaint ,our records indicate the matter has been resolved the customer has agreed to accept delivery of the item ordered .Due to the inconvenience and the delay in delivering the product ordered, we are going to extend 10yrs extended warranty ,we hope the customer will accept our offer and close the matter .

Review: After twice attempting to cancel an online order, this company still charged my credit card for the purchase then lied about shipping the item giving false tracking information to attempt to avoid any refunds. I followed all advice about contacting the company per their instructions yet was told no cancellation was made despite having written proof. [redacted] was very rude on the phone, threatened that I would not be happy if I tried to dispute the charge or report them to the Revdex.com. She left me a voice mail message stating they would issue a full refund and cancel the order on June [redacted]. The item was shipped anyway and no refund was given. I refused delivery of item and am disputing charge with my credit card company. I believe this company's employees used deceptive and manipulative business practices throughout the whole process in an attempt to avoid having to refund a purchase despite it falling within their policy.Desired Settlement: Whether the company voluntarily refunds my credit card or through the dispute process with my credit card, I want a full refund of the purchase price of $711.55. I would also like an apology for the rude behavior of all customer service staff and their deliberate deception regarding this order.

Consumer

Response:

At this time, I have not been contacted by AppliancesConnection.com regarding complaint ID [redacted]. They did issue a partial refund which reflected a deduction for shipping costs despite being told by a supervisor at the company that I would receive a full refund. I have her voicemail in which she tells me a full refund would be given. My credit card company is working on my behalf to get the remainder of the refund owed to me by Appliance Connection.

Sincerely,

Business

Response:

We would like to take the opportunity to express our concern and sincere apologies for any inconvenience this matter may have caused. Upon reviewing the complaint, our records indicate that this matter has been resolved, Ms. [redacted] cancalled the order after the item has shipped , refund has been processed on 07/**/13.

We do apologize to our customer for his level of dissatisfaction progressing to this point.

Please consider our efforts in resolving this matter and close the case for satisfaction.

Review: After calling the sales number regarding an oven we were urged to complete the order over the phone rather than online. We discussed the brand of oven we wanted and opening dimensions of the existing oven space. We were charged for and shipped a 27" oven. Upon receipt of the oven we realized that we in fact required a 30" oven and called Appliances Connection to resolve the matter. They demanded an additional $180 charge on top of the fact that per their website the consumer is responsible for the cost of insuring and shipping the oven back. I inquired what the $180 was for and why they would charge it if I was paying to personally ship the oven back. They stated that it was to compensate them for the initial delivery....WHAT?!?! The 27" oven and the 30" oven are the same price. They are still offering "free delivery". If I have to pay for the return then I don't see why there would be any additional charges, not forgetting that their salesman is the one who confirmed what oven we required given the opening dimensions!Desired Settlement: I would like for ApplianceConnections.com to swap out the 27" oven with the correct 30" oven. The ovens are still priced the same and they are still offering "free delivery".

Business

Response:

This is in response to the above claim concerning order # [redacted] ,regarding a purchase of Whirlpool 27” wall oven .Upon reviewing the complaint our records indicate that [redacted] had called our office to order the oven, our sales agent entered the information in the system and emailed [redacted] the order confirmation (below is copy of the email sent on 07/**/13).

On 07/**/13 another email was sent indicating that the order has been processed and ready to ship

(below is copy of the email)

On 07/**/13 another email sent indicating that the order has been received by the shipping company

(below is copy of the email)

On 07/**/13 an email with the tracking information has been sent (below is copy of the email)

All emails have indicated a 27” oven has been ordered and shipped, if we entered the wrong size as [redacted] stated in his complaint , why he didn’t concern his voice from the first email he received .

We do apologize to our customer for his level of dissatisfaction progressing to this point, and are making every effort to resolve this issue in the most expeditious and satisfactory manner, we have emailed [redacted] a return authorization number to ship the oven back to us for an exchnage or for full refund .

As of today, we have yet to hear from [redacted] about his descion.

Please consider our efforts in resolving this matter and close the case for satisfaction.

Review: To whom it may concern:

I purchased a Samsung stove and microwave from Appliance Connection on November **, 2013. I received the items on December **, 2013. When the items were dropped off, the delivery guys were in a hurry and left without me being able to inspect the packages properly. I noticed later that the back of stove had a large dent at the bottom from being dropped. I found out later that the microwave was also defective (which I later was able to get replaced through Samsung). I called Appliance Connection later that day and I was told by their [redacted], [redacted], that Appliance Connection would fix the stove. Over the course of 9 months, Appliance Connection sent me replacement parts that never matched my stove, that are still sitting in my garage. After 9 months of trying to get the parts replaced and fix, it was finally determined on July **, 2014 when Appliance Connection finally sent a Samsung technician to my home and deemed the stove non repairable. I spoke to [redacted], another [redacted] at Appliance Connection, and we agreed that I would purchase a new stove and pay for the pick up of my damaged stove and Appliance Connection would pay for the delivery of a new stove (I would be refunded back to my credit card once the damaged stove was returned). When the new stove arrived on August **, 2014 it was also damaged and I refused the package. The delivery company did not pick up my original damaged stove. When I called [redacted] back he stated he would call the following Monday and would look into getting me another stove soon if they were in stock. When I didn't get a call back from [redacted], I called Appliance Connection on August **, 2014 to find out what happened. I spoke to [redacted] and he told me that I would have to speak to [redacted] at customer service to get it resolved.

So I called Appliance Connection today regarding the issue that I had been dealing with for the last 9 months. I was connected to [redacted], the [redacted]. As soon as he got on the phone, he began to verbally berate me. [redacted] verbally attacked and yelled at me. It was the most unprofessional treatment I`ve had dealing with the issue. I never yelled back or cursed and asked him why he was yelling at me. His first reaction was to call him back when I was ready to deal with him. Apparently he wasn`t in the mood to hear my explanation of what happened over the last 9 months. When I asked him what he could help me with he told me that the only thing he could do for me was to have me buy a new stove (which they do have in stock) at a reduced rate and not pick up the damaged one that has been sitting at my house for the last 9 months because [redacted] says I`ve been using it for too long. Had I known initially that I could just buy a new one and they would pick up the one that was damaged back in December I would have done that since I still had my old stove I could have used, but [redacted] or [redacted] never offered me that option and now I`m stuck with a damaged stove because [redacted] says that's all he could offer me even though I was never given the option. [redacted] told me to contact him if that was what I wanted.

[redacted]Desired Settlement: I would like to be offered the original offer that [redacted] had promised me of $165 pick up of the stove and I will purchase a new one from Appliance Connection. I will also accept a full refund of the stove with $165 pick up that I will pay for. Thank you for your cooperation.

Business

Response:

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.

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 am still waiting for the stove to be ordered and delivered. I am still in possession of the damaged stove that Appliance Connection stated they would accept back and refund me my money when I purchase another stove. I have a received an email stating that the stove is still on back order. I am also getting conflicting answers from management.

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

Sincerely,

Business

Response:

Our records indicate this matter has been resolved we have issued the credit on 11/**/2014. Kindly , update your record and close the case.

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 never agreed to a refund. Please check your records/correspondence. Appliance Connection gave me a partial refund which I did not authorize. Only a full refund or exchange of the stove. Thank you. [redacted]

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

Sincerely,

Review: Ordered a sofa at [redacted] on 9/**/2014. When order was placed the status was listed as Available which description :Items that are currently in-transit to our warehouse, are currently in-stock at a drop-ship vendors, or manufacturer's warehouse will be marked as "Available". These products will ship once your order is processed (usually within 24-48 business hours). For any exceptions to this timeframe, an ETA (Estimated Time of Arrival) for your order will be emailed with accurate shipping dates in order to ensure that you are always updated and informed as to when your order will arrive at its final destination.

At first it was saying ETA 9/**/14. After one week they changed to 9/**/14. Called the company multiple times to check the status,and every time they have been saying that truck with delivery should leave soon. Even wanted to cancel an order,but was assured that is on the way,and they will expedite the delivery. As of today it is showing stock ETA 10/*/14 which is another week until they get in stock, and nobody knows when the actual deliver occurs.

Order #[redacted]

Phone#[redacted]Desired Settlement: Delivery arrangements as soon as possible

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Appliances Connection has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased a clothes dryer online from this company in Dec, 2013

The dryer arrived in Feb, 2014 damaged.

The company informed me I must purchase a second dryer to get an immediate shipment of a replacement dryer and when they received the returned - damaged dryer they would issue a credit to my account.

I reluctantly agreed to the above terms, concerning that they could simply "forget" to issue my credit.

The damaged dryer was shipped for return to the company on Feb, ** 2014.

A replacement unit was delivered on Feb, [redacted] from the company and they indicated in a phone conversation with customer support they had received the damaged unit which was returned and would issue a credit to my account immediately.

After multiple calls to customer service and written requests through the online ticketing system, I still have not received a credit to my account (7 months after the company received the returned - damaged unit and promised to issue a credit to my account).Desired Settlement: Immediate issuance of a credit to my credit card (or the account of my choice) for the amount of $970.

Business

Response:

we sincerely apologize for any inconvenience this may have caused, we understand the customer's concerns the refund is taking longer than expected , we have notified our billing department of the incident ,the credit will processed and post to the customer's account in 1-2 business days .

once again please accept our apologize and close the case.

?

Consumer

Response:

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

[Your Answer Here]

My account has not been refunded!

The business falsely claimed that the refund would be issued in 1-2 business days. It is now 5 business days since they issued this claim and they have still NOT credited my account.

This is borderline criminal behavior.

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

Sincerely,

Business

Response:

Please be advised full credit has been processed and issued on 09/**/2014.

Kindly , update your record and close the case..

Review: Order #[redacted] - I placed this order on June **, 2014 it shipped on July **, 2014 it is 7.5 weeks later and I have not received my order. I have called customer service countless times asking to speak to a [redacted] I have yet to speak with a [redacted] They keep telling me my order is in transit and it will be delivered in a couple of days. This has been repeated to me for the past 3.5 weeks. I am getting no where with customer service and I need some help. This is a refrigerator & over-the-range microwave, valued at over $1400 dollars. They have my money and appliances and I have no recourse.Desired Settlement: I just want my appliances that I have been waiting on nearly 2 months. Or my money back.

Business

Response:

Upon reviewing the complaint the issues presented have been addresses as follow:

The freight company mislabeled the item ordered and mistakenly shipped the wrong distribution center we had filed tracer on behalf of the customer the refrigerator was delivered but the microwave was lost,

in an effort to resolve the issue in the most expeditious matter we have shipped replacement microwave via UPS under tracking #[redacted] .

As of today both units have been delivered.

Kindly, update your record and close the case.

Review: I have purchased 2 air conditioners from this company on 2 different dates

one air conditioner has arrived and working fine the second one has arrived but the moment we plug it in it didnt work! the unite is broken!

I have contact the costumer service of the company and asked them to exchange the unite but they refused!!!! they want me to ship it back and that I will pay for shipping and insurance.and I should buy a new unite from there web site

Why?

I also refused for a technician because I wanted a new unite and not refurbished or a broken one!

This doesnt make any sense! and I have dispute the charge with my bank.

I would like them to pick up there unite or send me a shipping label

They need to be responsible for what they sell.Desired Settlement: I would like to have a refund to my credit card

and have them pick up the unite or send me a shipping label That the shipping will be on there expense.

Business

Response:

Upon reviewing the complaint the issues presented have been addressed as follow, the customer sent us an email stating the air-conditioner defective and refused to explain the issue

asking for the unit to be picked up for refund (copy of the email below )and our reply as well.

Customer (July *, 2014, 1:00 PM):

Hello [redacted],

We have now issued you an RMA (return merch. authorization) to your email by the end of the business day today.

You must review the RMA and agree to it. It will provide instructions for the return of the unit.

You MUST ship back with tracking AND full insurance on the item. Please respond to this ticket with the tracking return number.

You may use the carrier of your choice that provides both tracking and insurance to ship back.

Your exchange will be processed once the return is back in the warehouse.

If you would like to receive a replacement unit quicker you can purchase a new unit, paying up front, and once the other unit is returned we can issue a refund.

However if you would like to save yourself the trouble of returning the unit we can schedule service and if the service technician deems the unit defective we can have the manufacturer exchange the unit.

Please advise as to how you would like to proceed.

Thank you,

Customer Service

As a standard procedure a tech must first deemed the unit not repairable , in that event the manufacturer will replace the unit .

Review: We recently purchased a microwave oven ([redacted]) and a trim kit ([redacted]) from web dealer [redacted] and, during the purchase process, spoke with their sales staff to ensure that we were purchasing the correct trim kit for our microwave oven.

We also used installation documentation posted on their site to make sure that the kitchen cabinet we had constructed - based on the dimensions detailed in their documentation - would accommodate this trim kit. After a few months, our cabinets were installed, and we opened the trim kit, discovering that it did not fit the cabinet we just had installed. We contacted the company, and were told "You are beyond our 30 day exchange/refund policy please see below. A suggestion will be to place the unit on [redacted] or [redacted]."

To which we responded "Although we understand your return policy, in the interest of customer service we were hoping an exception could be made. This kit was literally just opened yesterday, and is in an untouched condition. Certainly you can help out here and, if necessary escalate to your customer service manager for a better response to our dilemma. Merely responding with ``too bad - it`s past 30 days - try selling it yourself`` is not really trying to help. I`m sure that you personally would not want to receive that kind of response from anyone as well"

Their response left us disappointed with our purchase, even more disappointed with the lack of customer service we received , and validates all of the complaints we have discovered on various internet sites, as well as Revdex.com.Desired Settlement: We ship the trim kit back to AppliancesConnection, and receive a CC refund

Business

Response:

Upon reviewing the complaint, even though the return request exceeded our normal return policy time period , we called the customer today 11/**/13, and left voice message indicating that we will be willing to accept his return for store credit .if the customer is interested we will email him the return address where he can ship the product .