Appliances Connection

Review: I contacted Appliancesconnection.com about my brand new microwave not working and they refuse to help me. [redacted] was very rude and has been no help, I have sent four emails and received no reply back or any help.Desired Settlement: Exchange or Refund ASAP, not someone to work on unit, it is brand new and never been used.

Business

Response:

Our records indicate that Mr. [redacted] called our office 8 month after recieinvg the microwave about an issue in the microwave , we apologized for the incovenice and advised the customer to call the manufacturer [redacted] as the microwave still covered under the manufacturer warranty .

We never refused to help Mr. [redacted] as he stated , but there is nothing that we can do since the microwave is 8 moths old .

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

Review: On 6/**/13 I placed an order for a desk with hutch set and a dining table. I was able to get a shipping quote on their website for each item (approximately $120 for the desk/hutch and $320 for the table). On 6/**13 my bank account was charged for the full amount and I was notified that my products were being shipped. I received the desk and hutch on 6/**/13 but no table so I emailed the company inquiring about the table on 6/**, 6/**, and 6/** and received responses which were about the delivery of the desk/hutch, not the table. I finally called their customer service on 6/** or 6/** and spoke to their representative who looked further into the order and told me that order for the table was made the previous day and assured me that the table was on its way. At this point no one at appliancesconnection.com notified me of any shipping issues or additional charges for shipping or asked my permission to use the money I was charged for shipping/handling for both the desk and table to be applied only for the desk. In fact they sent me an order invoice on 6/**/13 via email that showed the total shipping and handling charge of $443.25 (for both the desk/hutch and table). On 7/* I received an email from a representative of the Orders department at appliancesconnection.com asking me to call him regarding my order. I spoke with him that day and was told that the shipping/handling fee for the desk and hutch set cost more than the quoted price (because their shipping/handling calculator on their site is not accurate, according to him) so they went ahead and used the money that was supposed to be for both the desk/hutch set and table to pay for the shipping of the desk/hutch only. He then informed me that if I still wanted the table I would have to call a separate shipping company in California and get a price quote for shipping the table. I called and the price I was quoted was $547.56. I then emailed this representative and told him that if they would ground ship my table to California for free, as they advertise on their website, and refund the amount for shipping and handling they charged me for the table, I would apply that amount to pay for the overseas shipping. He told me that wasn't possible since they already spent the money for shipping the desk/hutch. Yesterday I contacted the customer service department, inquired about their shipping policy, where they connected me to that representative in the Orders department who started repeating what he told me last week so I asked to speak to the manager. I was connected to him and told him about being refused a refund on the shipping/handling for the table and explained to him that no one from the company notified me or asked me for approval to spend all of the $443.25 shipping/handling charges on a $449 desk and hutch set because if I knew about this prior to ordering the products, I would have promptly cancelled the order. The table costs $599. The manager appologized and said that some one was supposed to have notified me prior to the order going through and told me that they won't be able to refund the shipping/handling charges for the table but they would gladly ground ship the table for free to California and I would have to pay whatever shipping/handling charges the overseas shipping company charges me. The bottom line is, "Why do I have to be out of $300-something dollars for their mistake of not informing me prior to finalizing the order?!"Desired Settlement: Refund me the amount for the shipping/handling of the table so I can use it to pay for the overseas shipping/handling to my house.

Business

Response:

Upon further review of the order, our records indicate that only $221.25 was charged toward the shipping of the desk, not like Ms. [redacted] stated that we charged her $450.00 , we have credited the acount for the desk and the rest of the shipping charges.

We do apologize for any inconvenice this may have caused , kindly update your system.

This was my first shopping experience at AppliancesConnection. I purchased a set of LG Washer and Dryer. They were the cheapest of all sites I checked and Victor, their sales person who assisted me with the order was extremely helpful. He could not have been any nicer. The washer and dryer were delivered as promised and arrived in perfect condition. The delivery man even opened them up for me and made sure everything was fine. A very happy and satisfied customer!"

Purchased:

1) FISHER PAYKEL RF135BDLUX4 25" COUNTER-DEPTH LEFT HINGE BOTTOM-FREEZER REFRIGERATOR

2) AVANTI ELITE SERIES FREESTANDING SMOOTHTOP ELECTRIC RANGE

3) FAGOR LFA-45X FULLY INTEGRATED DISHWASHER

The bottom line is [redacted] had the lowest price on some of the highest quality appliances ([redacted]) on the market, and they fulfilled my order perfectly. A potential customer should be aware that delivery times can be fairly long, but if you can stand to wait several weeks for delivery it's worth it.

Best prices around, great customer service, awesome delivery teams! We were able to purchase an entire kitchen of top of the line GE Profile models because Appliances Connection saved us thousands of dollars over our local big box stores. I called in with a question while ordering online, and the rep was extremely helpful. He even offered his direct number and was happy to assist me anytime I called. I highly recommend this online store. Find the model you want in your store and order it up online, completely worth the wait!!!

Review: Product ordered 5/*/13. Billed to my credit card 5/**/13. 5/**/13 received a n email stating product was picked up by shipping company. It was not. 6/*/13 received an email stating product was shipped. It was not. No response from the company since 6/*/13.Desired Settlement: I want my order cancelled immediately and a refund posted to my credit card immediately. I also want a record made that this company is not reliable and I would never use them again nor would I ever recommend them to anyone. I am considering making a formal complaint to the Office of the Attorney General Division of Consumer protection.

Business

Response:

Our records indicate this matter has been resolved a full credit had been posted on 06/**/13.

we do apologize for any inconvenience this may have caused ,kindly update your record and close the case for satisfaction.

Review: An order was placed on December *, 2014 for a new downdraft assembly. It was confirmed with a sales associate that the configuration would work with my particular application. After receiving the order and attempting to install it, it was determined that one of the components was the incorrect product for my application. Customer service was contacted on January **, 2015 and a "ticket" for the order was created and I was told they would forward the information to the parts department. I independently researched the correct product that should have been sent for my application, found that is was exactly the same price, informed the representative and requested an exchange. After a week of no response, I contacted the associate again on January **, 2015 to request the status of the exchange. The associate responded by offering two options, either I could order an additional part for $94 in order to make the incorrect product I currently had in my possession work OR I could pay to ship the incorrect product back to them and re-order the correct product. I responded by stating that I was unhappy with the options presented, I had recently purchased nearly $10,000 in products for my entire kitchen from them and would appreciate an acceptable amount of customer care to resolve the matter in a fair and efficient way. I asked that a supervisor be directed to my account to help resolve the issue as I simply wanted them to exchange an equally priced product with no additional fees after one of their sales associate clearly made a mistake. The associate responded by saying he would have the shipper come out and exchange the product and have the shipping charges reduced. Frustrated, I agreed and hoped to finally be done with the problem. Eight days later, after receiving no updates and no exchange, I contacted the associate again on February **, 2014 requested the status. The associate responded by saying he would need to see what the delay was and told me that a shipper would not be coming out to do an exchange but the new product would be sent out via [redacted] and I would be responsible for coordinating and paying to ship the incorrect product back. At this point it became very clear that appliancesconnection.com was not going to provide a reasonable level of customer service.Desired Settlement: Provide an immediate even exchange with no additional shipping charges.

Business

Response:

upon reviewing the complaints our records indicate the issues presented have been resolved, the correct item had been shipped via [redacted] under tracking #[redacted] which was delivered on 02/**/2015.Kindly , update your records 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 was forced to order the correct product and pay $92.23 in shipping to send the incorrectly product back. I am still seeking reimbursement for the shipping costs.Thanks,[redacted]

Review: I placed two orders with this company - Order # [redacted] on Tuesday 09/**/14 for GE Microwave PEB9159SFSS and Order # [redacted] on Wednesday 09/**/2014 for GE Microwave Trim kit.

Problem with Order # [redacted]:

I received Order # [redacted] on 09/**/14. However upon opening the package I found the Microwave to be damaged and did not appear like a new unit as advertised. I suspect that I was sold a lemon. I immediately contacted Appliances Connection, sent them the pictures showing damage and all other relevant documents. I made repeated attempts to contact customer service. However no one from customer service is responding to my request for refund. This company has charged me for a damaged and defective unit and is not responding to calls for refund.

Problem with Order # [redacted]:

This order is for a compatible trimkit with the microwave unit PEB9159SFSS as described above. Since microwave unit PEB9159SFSS I received was damaged per the problem described above, I do not need order # [redacted]. So I contacted Appliances Connection to cancel this order. However, Appliances Connection did not listen to my request/claim to cancel this order. They charged me for this order and shipped me the unit. I made repeated attempts to contact customer service and no one is responding to my calls.Desired Settlement: Full refund for the two orders. Appliances connection pays for and is responsible for return shipping charges for both orders since the item is defective.

Business

Response:

We sincerely apologize the customer received the microwave damaged , we have contacted [redacted] to have the damage microwave picked-up and returned for full refund , As for the trim Kit since it was ordered separately and shipped, the customer can still refuse the shipment and it will be returned for refund .

Kindly update your record and close the case.

Consumer

Response:

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

[Your Answer Here] After multiple and repeated requests made to Appliances Connection customer service department via phone and via their online claims/ticket centers, Appliances Connection provided refund for only 1 out of 2 transactions I made (and referred to in this Revdex.com complaint report). They provided refund for only order # [redacted]

They have not yet processed refund for order # [redacted]. I returned both goods in their original and unopened condition as per their return policy and they received the goods on Oct * and Oct *, 2014 respectively. Note that the goods were damaged/defective when it was shipped to me and so I am entitled to full refund. I have contacted Appliances Connection multiple times again requesting refund for order # [redacted]. They acknowledged to me that refund for order # [redacted] will be processed but no action is being taken by their billing department since Oct *, 2014 and as of Oct **, 2014, I have not received refund to the credit card used during transaction.

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

Sincerely,

Business

Response:

Our records indicate bot refund have been processed , please check below confirmation:

10/**/14 1:15:54 am

Payment updated: $464.00 Refunded . (Approved Code: ) ([redacted])

10/**/14 7:28:36 pm

Payment updated: $237.10 Refunded . (Approved Code: ) ([redacted])

please update you records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The business provided full refund for one order but only partial refund for the second order. The second order was an accessory to the 1st order and since the 1st order was a defective item, the 2nd order was no longer of any use. Therefore, I feel Appliances Connection ought to provide a full refund for 2nd order as well. However, they showed me some of their fine prints regarding shipping and restocking fees which are very misleading to the customer. Anyway, the whole process of doing any business transaction with Appliances Connection including making multiple requests for refunds has been so painful and full of hassles that I've decided to write off the partial amount of $57 that Appliances Connection refuses to refund. I'd like to close the case and complaint as a very dissatisfied customer who will never buy any item from this company in the future. I do see several complaints posted on Revdex.com by customers who have had a similar experience as I have had.

Sincerely,

Review: We have received two defective refrigerators which did not work upon receipt. The manufacturer deemed that both refrigerators were not repairable. We have requested a refund from Appliances Connection. They refuse to give us a full refund and state that they are deducting shipping charges of $100 from our refund. This seems to be a violation of the New York State Laws regarding stated refunds. From the Appliances Connection website [redacted] "If your product arrives to your location with a manufacturer malfunction, you need not worry. All products sold by AppliancesConnection.com in new condition will be fully covered under the manufacturer's warranty. If the product malfunctions within our 30 Day Return Policy, AppliancesConnection.com will ensure that your product will be returned to factory standard condition or if the manufacturer deems it unrepairable, will pick up the item and exchange it or provide you with a refund. After the 30 Day Return Policy, we will assist you in working with the manufacturer to get parts, repair or replacement under the manufacturer's warranty, or you can contact the manufacturer directly."

Appliances Connection claims that their promise of a refund does not mean a "full" refund. That is precisely what they quoted me in an email. I believe they are in violation of New York State Law:

[redacted]Desired Settlement: Refund of the $100 that was subtracted from our full purchase price of $699.00 (we have been refunded $599).

Consumer

Response:

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

Sincerely,

Business

Response:

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

The customer received the refrigerator on 01/**/14, in early April the manufacturer deemed the unit not repairable and picked up the unit form the customer’s location and issued us a credit less shipping, in order to help the customer to get what he paid for, we suggested to ship him a new unit for the amount we received from the manufacture, although the manufacturer credited our account less shipping we had shipped the customer new refrigerator at no cost to him. Unfortunately, the new unit also deemed to be defective and again the manufacturer picked the unit and issued our account credit less shipping.

The amount was issued by the manufacturer as shown below:

07/**/14 7:31:13 pm R/CM - [redacted] - $522.00, we have credited the customer $599.00.

This transaction is beyond the 30days return policy as the customer used the unit for almost 3 moth.

The customer requested credited for the unit, but the manufacturer warranty is to replace the unit , therefore credit issued less shipping .

We do apologize for any inconvenience this may have caused, kindly update the case as we are not in control of the refund amount issued by the manufacturer.

Review: Ordered a 24" Summit Gas Stove on 2/**/14. Company received their money, almost immediately, by debit transaction. Receive automated emails daily and have submitted 3 complaint tickets, made 2 phone calls regarding delivery. Received a tracking number and a contact number from Appliances Connection for A&B shipping company. Called number [redacted] twice and an automated answering system says they are closed and their mailbox is full. Cannot pull this A&B shipping up on internet. Just called Appliances Connection and spoke to a [redacted] who says she called the shipping company and is waiting for them to get back with her. When I called the number, I got same response as before. [redacted] says she will get back to me tonight or early Monday morning. All I want is my stove delivered in good shape or my money refunded. Is that too much to ask? Is this a legitimate company and shipping company?Desired Settlement: I will accept the stove if received in perfect working condition, without any dents or scratches and by March **, 2014. Otherwise I want [redacted] for the stove plus the $39.99 for the LP conversion kit they sent which consists of 5 screws. I don't know if this is a legitimate conversion kit or not?? Will gladly return it to them at their expense if the stove does not get delivered by Friday, March **, 2014.

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]

The stove was delivered to my home by [redacted] after giving Appliances Connection a deadline that was acceptable to me for delivery or I wanted my money refunded. I paid to have "In home white glove delivery", but when the [redacted] company arrived they were not even willing to take the stove off the truck unless I had someone to help him. After some discussion, he did finally unload the stove and sat it under my carport. I contacted my gas company to come an hook up the stove and when they got to connecting the gas, they discovered that the gas valve was totally bent and that the broiler section was not attached but laying in the bottom of the stove. I contacted Appliances Connection and they said that they could send someone out to look at the stove, but could not have the stove picked up because I was not in their local delivery area. I requested that they refund my money. However, for that to happen, I had to return the stove at my expense (over $300.00 the cheapest). Since I was not willing to spend this kind of additional money, I contacted the Summit company directly. They were very helpful and offered to send someone from this area to see if the damaged stove could be fixed. Their local gas company came an fiexed the stove - no charge - and could not have been more cooperative. Since the stove was under warranty there was no cost to me. My gas company returned and hooked the stove up an it seems to be working properly. So, the stove was received without the white glove delivery I paid for. The Summit company handled all my problems and my renter now has their stove, no thanks to Appliances Connection.

.

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

Sincerely,

Review: I purchased a stove and microwave from them in March 2013 with delivery and installation in April 2013. The installation of the microwave was inferior, the installer did not have the proper tools leaving a one inch gap between the microwave and top of cabinet. Recently, I hired a service to perform work in my home and asked them to correct this installation. The contractor stated that the microwave had been installed incorrectly and that the installer drove the mounting screws in sideways dislodging the screw mount on one side. Because the screw mount was dislodged the microwave cannot be properly installed. I have a microwave that is now hanging lopsided because of the missing screw mount on one side. Not only did I spend $359for the applicance I also paid $149.00 for installation that was shoddy at best. The installer was not even prepared with the proper tools to perform installation and asked me, a single woman, for tools to make holes in the wood cabinet.

After days of trying to reach customer service, I finally spoke with them. The response was "your calling now". There's nothing we can do. I asked to speak with a [redacted] who got on the phone, wouldn't listen, just repeated what the rep stated and hung up on me. Nice way to treat a customer.Desired Settlement: I simply asked for them to come open the microwave and repair the damage they did to the screw mount or replace it. At this point I want a refund of the installation fee of $149.00 and I will hire someone to repair.

Consumer

Response:

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

Sincerely,

Business

Response:

Our records indicate the microwave ordered was shipped and installed on 04/**/2013 over a year ago, the shipping company confirmed the installation was completed and done properly, we never heard from the customer about any issues of the installation until Feb of this year, unfortunately due to the time had lapsed we can’t initiate complaint with the shipping company to get credit for the installation since we already paid for the service the very day of delivery. We don’t see any reason the customer had to wait all this time to tell us about the issue, had she called us the day of delivery we could have contacted the shipping company to correct the installation or request refund from them.

Review: I purchased a wine cooler they advertise to cool to 45 degrees. Out of the box, the unit cooled to 67. I was told to empty it, close it for 24 hours and then check the temp again. There was no improvement. I requested a repair or RMA and was initially ignored. I then said if I did not receive an RMA, I would challenge the item on my credit card. I was still ignored. At that point, I was running out of time to make the challenge, and I called to indicate the challenge would be made that day if they did not deal with their defective product. I then received 2 phone calls to my home, from a person representing they work directly for the manufacturer (but from a New York phone number), threatening that if I tried to return the unit, their "very powerful attorneys" would sue me. I called Appliances Connection, asked to speak with a supervisor and related the above. He said he doubted the person was with his company but he would check on the number that they called from. He called back, admitted it was an Appliances Connection employee, asked for the opportunity to fix the unit and said if it could not be fixed, naturally, he would have it shipped back at their expense and refund the money for the unit in full. I agreed, gave him 2 full days the following week I was available to have him send a repair person, and he did nothing further. As the time limit to dispute the claim on my credit card was upon me, I filed the claim with Am Ex and emailed the company the same. Today, a different crazy person called me and said the manufacturer, who is in Florida, claims the unit is cooling as represented. He continued from there to say he would send an RMA only if I would agree to re-crate the large unit, and pay a freight company to return it, understanding that when it arrives back, if it does not cool to 45 degrees, they would not accept the return. In other words, they feigned accepting the return, so they would have some argument with the credit card company. In making these calls, this second person [redacted], would not give his email address so I could send a confirming email as to what his provisos were before he would supply an RMA, and instead put and left me on hold. Following that, he called my office 2 more times back to back, and when he could not reach me, was belligerent, hung up on the person he spoke to, called back and repeated the same behavior. In short, if the unit worked, I would not return it, and to return it, Appliances Connection insists I pay to return a defective item that does not perform as represented and that they will only accept the unit for return if it works properly, which they know it does not.Desired Settlement: I have offered this company all the standard acceptable means of resolving this, return, repair, partial refund, exchange. All of these have not come to pass, and it is obvious they were just running the clock with the credit card company. I want my money back and these people need to deal with their defective product.

Business

Response:

Our records indicate that the matter has been resolved and closed, we have contacted the manufacturer on behalf of Ms. [redacted] and were informed that the manufacturer had contacted Ms. [redacted] and closed the issue with her directly.

Below is a copy of the email we received from our rep at the manufacturer:

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.

From: [redacted]

Sent: [redacted]

To: [redacted]

Subject: RE: [redacted]

Hello [redacted],

We have settled with a cash settlement. The customer should be receiving it with in 30day’s. No further action required at this time.

Sent: [redacted]

To: [redacted]

Subject: RE: [redacted]

Hey [redacted],

Do you mind me asking how the issues were resolved, as in what you did for her? We need it to reflect our records.

From: [redacted]

Sent: [redacted]

To: [redacted]

Subject: RE: [redacted]

Hello [redacted],

Yes the issue has been resolved with the customer. No further action is required at this time.

Thanks,

###-###-####

Customer Service Representative

Business

Response:

We have made multiple attempts in assisting you. we called the manufacturer to setup service for your unit , when the manufacturer didn’t care about your issue , we called our vendor, we got all parties involved .

our records full of notes and emails regarding this issue .On 06/**/13 [redacted] called us to confirm your purchase, and asked us for copy of your invoice to be faxed to them .On 06/**/13 we received an email from [redacted] at [redacted] indicating the matter has been resolved with cash settlement . and this is the first time you admit that [redacted] resolved your issue “ , to make it more clear “[redacted]” is an authorize distributor for [redacted] who supply us with the product .

We have been assisting you throughout this entire experience and all we have received are accusations of untrustworthy business ethics, accusing us of scamming you, stating we sold you an old product, bullying, harassment, etc

We have been by your side the entire time.

We consider this matter concluded.

Consumer

Response:

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

[Your Answer Here]

The business' response is nothing more than a fabrication. They have yet to deal with the fact that they refused an RMA and continued to ignore the issue until it was escalated. As such, other than having a "last word" they have resolved nothing and did not address the points in my prior correspondence.

As to this being their "last word" I would look forward to never hearing from them again. However, if they insist on this waste of my time, I have other avenues available.

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

Sincerely,

Review: Here's the whole story (as reported to AppliancesConnection.com with three phone calls and two online submission requests). They are refusing to acknowledge any wrong-doing due to their "inspection policy". However, this circumstance goes way beyond any policy. They should do the right thing. In October of 2012, we started building our new home. Being newlyweds, we do not have a lot of money, but we did manage to save enough for this KitchenAid range. When we saw that there was a end of the year sale going on at AppliancesConnection,com, we decided to order our range and wait until the house was built before we opened it. The range was delivered in late December or early January. Upon delivery, we inspected the outside of the box. It was perfect. There was no exterior damage to the shipment. We let it rest in the garage, boxed and sealed. We did this because our house was still being built. We did not want to un-package the range with the fear of it being damaged during the completion of our home. This is what makes our particular situation unique and as the rest of this story unfolds, I ask that you keep it in mind. After a series of delays, our house was finally complete in late June. It was time to move the appliances in. As we unboxed and unbolted the range, the center peice in our kitchen, our excitement turned to disappointment. Here is a description of the damage: 1. Back corner is squished inward like it was pushed up against something with force. 2. Right side of range is dented. 3. Left side of range is dented near where the front control unit attaches. 4. Front panel control unit is not attached and falling off. The next day I called AppliancesConnection.com. They claim that this damage did not occur during shipping due to the shipping packaging being in mint condition and I was told I needed to work directly with Whirlpool/KitchenAid, denoted WP. Here is where the novel begins... Upon first calling WP, I was told there was nothing they could do and that because it was beyond 30 days we would have to live with the cosmetic damage. I then demanded to speak with a supervisor. I explained our situation and informed her that this was not acceptable. We did not get what we paid for. We want a new unit shipped to us. The supervisor, named [redacted], then asked me if we had closed on our new house yet. Our closing date was set for 7/*/13. She told me once we close on our house that we`ll need to fax documentation to prove so. On 7/*/13, I faxed the documentation, but the supervisor I had been speaking with was out of the office. Instead, I was forced again to talk to the first ``tier`` of customer service, re-explain the whole story and demand a new supervisor. I finally got the direct phone number to [redacted] and left her a voice message. A few days later, I had not heard from her. So, I called and finally got through to her after a few attempts. She told me that I needed to send different paper work because it was not clear enough. So, I sent her almost every mortgage document we have, via fax, at FedEx Office, for $20. One week later, the purchase date was finally changed. The next step of this process was to send an appliance repair man to our home to verify damage and send pictures to WP. [redacted] informed me that the appliance repair man )an outside service( would be the one to make the decision on whether or not the range is fixed versus getting a new one shipped to us. [redacted] from Appliance Service Repair )ASR( came to our home. He said that he could not ``believe the damage`` and that it ``for sure is beyond repair``. He also said it would take time for WP to receive the documents from them. By now we are in the middle of July. The owner of Appliance Service Repair, [redacted], also noted the extensive damage and that the situation was ``ridiculous``. On July **, my wife and I left for a 2-week wedding trip. While I was gone, I was under the impression that WP would receive the documents and the exchange for a new unit would be initialized. We returned and on Monday, August **, I called [redacted] with ASR [redacted] informed me that the WP technicians were disagreeing with him stating that they could repair everything. This is not what we want for fear of unseen damage to the unit )the warranty expiring, and us being left with a $3,500 mistake. I called [redacted] Monday, 8/**, Tuesday, 8/**, Wednesday, 8/**, and Thursday, 8/**. Leaving her messages each time, I asked that she please clarify this situation to the technician as there must be some sort of mistake! Everything was set, ready to go! To make a long story short, we were given the runaround by WP for months. When we finally agreed to having WP repair the unit, we then waited 2 months for a back ordered part to come in. The appliance repair guy repaired some of the range during the week of 9/**/13, but is still waiting on additional parts. He suggested we bring the range into our home. We did that and opened the range door and found even more damage. 1. The range door is crooked 2. The interior corner of the range door is chipped 3. A screw on the range door is crooked and looks to be corroded 4. The range door is dented on top 5. Instruction manuals and parts boxes appears to have been taped together and do not look to be new from the factory. Our issue with AppliancesConnection.com is this: We were not sold a brand new unit by this retailer. They refuse to acknowledge this and send us a replacement (BRAND NEW unit, which is what we paid for). This unit appears to have been unprofessionally refurbished or is used and was put in a new box. We are going on almost a YEAR after initially ordering this unit and we still do not have what we paid for. This has caused an extreme headache and frustration for us. We have our new home and still do not have a functioning range. We paid a LOT of money for this and DID NOT get what we paid for.Desired Settlement: We would either like a monetary partial refund for $1000 because we did not get what we paid for, or a brand new replacement sent immediately. We would also like AppliancesConnection.com to suggest an additional gesture for everything we have been through. We are concerned that even if WP sends a repairman to fix the unit, we still will not have a new unit (what we paid for) and will have issues once the warranty expires.

Business

Response:

This letter is in regards to Revdex.com case # [redacted]; concerning order #[redacted], filed by [redacted] 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 the concerns presented have been addressed as follows:

[redacted] submitted online Order #[redacted], for KitcheAid KDRS407VSS 30" Freestanding Commercial-Style Range. The order was processed and delivered via AM Trucking on 12/**/2012. [redacted] accepted and signed the delivery after inspection as clear of damage (attach please find proof of delivery signed by [redacted] indicating clear of damages).

On 08/**/13, after almost 8 months since the delivery took place, [redacted] called our office to report the range delivered as damaged, we apologized for the inconvenience and immediately opened damage ticket to obtain photos depicting the damages so we could file damage claim with the carrier, AM Trucking denied the damage claim stating that the receiver inspected and signed the delivery clear of damages beside the fact it passed the allotted time (48hrs) to file for damage claim.

We have contacted the manufacturer on behalf of [redacted] , we were told that the damage occurred either in transit or from being the unit sitting in construction site for long time .the manufacturer confirmed that the unit is brand new and NOT as [redacted] sated that the unit is refurbished . please be advised that we don’t sell any refurbished goods and all our merchandise carry the manufacturer warranty .

The matter at hand must be resolved under the manufacturer warranty, unfortunately [redacted] have no choice but to comply with the manufacturer policy.

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

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 call placed on 8/**/13 was another follow up call to the initial call placed in June of 2013. We signed for the package and received it based on the exterior packaging being in excellent condition and would have not known about the damage even if it was unboxed, unbolted and uncrated at the time we received it. The damage we found was also on the inside of the range. The fact of the matter remains. We were sent a damaged unit that was damaged before it was boxed. It was clear that this damage did not happen during shipping because the box was in excellent condition. The time frame should not matter. This is a matter of principle. Our situation explains the reasoning behind the timeframe and why we were not able to completely open and inspect the package. We are the customer and AppliancesConnection, as the dealer, is not providing us with what we paid for. We should not have to go through months and months of phone calls with the manufacturer to try to get this straightened out. As the dealer, AppliancesConnection should be doing this for us and understand our situation. This has been a horrible, horrible experience. We put our faith and gave our money to a dealer that is not giving us what we paid for.

All we want is that - what we paid for. AppliancesConnection should send us a replacement unit and take back this damaged, defective unit and deal with the manufacturer. We, as the customer, should not have to be dealing with this. This is not a scratch we are talking about. This unit is severely damaged. We would expect more from a company with whom we just spent nearly $3,500 on a single unit.

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

Sincerely,

Business

Response:

our previous reply to this claim is final , we consider this matter concluded .

Review: On 5/**/2013 we ordered a cook top and 2 kitchen disposals from appliances connection. The total order came to $853.20 which included several discounts: AppliancesConnection Exclusive Instant BoschSpecial Discount (Auto): -$27.51 Save $10 on orders over $599.99 (SAVE10): -$10.00 AppliancesConnection Rewards Redemption (RPTS): -$26.29 On approximately 6/**/2013, one month later, a customer representative contacted us and stated that they were not going to ship the disposals with the order. We asked them to wait until the disposals were available which they replied they could not / would not do and they were shipping the cook top. They also stated that the price of the cook top was now $799.00 because we were no longer getting any of the discounts. When we asked about the $10.00 discount for orders over $599.00 and the Rewards Redemption which, having been a customer since February of 2012 and earning those rewards from purchases, we were told that they would not be honored either. We feel this is bait and switch, advertising the discounts and rewards and then calling a month later and changing the order to remove items and change the amounts. The company has now had our $853.20 for a month and we have no appliances, so we agreed to the $799.00 and a refund of $54.20. Now another month later, 7/**/2013, the cook top finally arrived but we have yet to receive the promised refund of $54.20. This is not so much about the money as it is the principle as how this company does business. We feel they use bad advertising and bait and switch methods. They should have either honored the original purchase and sent the items as ordered, which they accepted payment for, or told us after the order that the discounts would not be honored and given us an option to cancel the order at that time without withdrawing any money.Desired Settlement: We would like the company to complete the original order and ship the disposals and honor the discounts as advertised and promised, as they had accepted the order and took the money. The disposals are still advertised on the web site as available. Why accept the order and take the money and then change the order a month later? If that is not possible then a refund of $54.20 will be accepted and I will no longer do business with them as they have no reward program in place.

Business

Response:

Our records indicate that this matter has been resolved, per Mr. [redacted] terms we have issued a refund in the amount of $54.20 , the refund has been issued on 06/**/13.

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

Review: I placed an order for a Fridge, and Cloths Washer and Dryer on December [redacted], 2015. It had been 14 business days since placing my order, and the appliances are yet to ship.

The the time I placed the order until now their website shows the availability of all the items as "Available" as per their own definition available items: "Available:

Items that are currently in-transit to our warehouse, are currently in-stock at a drop-ship vendor’s, 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."

They clearly know that the item is back ordered... The ETA of the item to get to THEIR warehouse been getting delayed. The Fridge and Washer have been in stock for the last week almost, when I asked about splitting the shipping of the order they said it would make it two orders and the discounts would not apply.Desired Settlement: Either ship my entire order, or ship the items in stock now and send the dryer when it arrives.

Also update your website to show the actual stock/availability of items and stop lying to everyone.

Business

Response:

With reference to [redacted] complain, kindly review the below: - We never lied to any customer before. Never did, never will. - Facts are just as customer stated hem self. Customer has 2 items ready to be shipped, the 3rd item is back ordered that delays the total shipping. - If customer split the delivery into 2 orders, system will automatically recalculate the discount given to customer and it will be reduced by $56.81, which still an option to customer, and yet we still free delivering both items. - Once item is available, as a courtesy, we will offer the customer a “In home, Exempted delivery” instead of the “Curb delivery”. Please consider this case resolved.

My GE Profile gas cooktop was damaged by accident and, with company arriving, I wanted a replacement quickly. After reading some of the negative reviews for AppliancesConnection regarding delivery times, I thought my best option was to pay more and purchase from a large, local distributor. Before I did, I decided to call AppliancesConnection directly to find out their side of the story. The customer representative acknowledged that some customers who live in rural areas have experienced delivery delays. I decided to take the risk in order to save the money and my decision paid off. The cooktop was delivered ahead of schedule and I had it installed before my guests arrived. Be aware that GE does not ship their gas cooktop with a regulator. I had to call GE customer service and they shipped one to me at no charge. The same thing happened with the original GE cooktop I replaced. As for AppliancesConnection, GREAT price, FREE shipping, NO tax, OUTSTANDING customer service!

I am extremely pleased in doing business with AppliancesConnection.

They provide clear and complete information about the products they offer; their online ordering process is extremely easy to use, clear, concise, and accurate.

They are very responsive in keeping you informed on how your order is progressing.

More importantly, I was able to find the exact product I have wanted to purchase for quite some time; and, at an incredible price; saving me in excess of $1,200.00.

I most certainly intend to continue using AppliancesConnection, as my first choice in shopping for all my future major appliance purchases. I have shared my experience with friends and co-workers, recommending they consider using AppliancesConnection, when they may be in the market for new appliances.

Review: I ordered a washer and dryer from Appliance Connection. I paid extra for expedited delivery. The company didn't ship on time and didn't expedite the shipment. When the product did arrive 2 weeks late, it was damaged. I spoke on the phone and through the company's website with an agent. I was told I would get a full refund so I refused shipment and submitted the docs Appliance Connection requested. I ordered from another company and paid them. Now Appliance Connection, even though they stated it on the phone twice and I have it in writing on their website (I have screen captures) has not refunded me the full amount. They still owe me $220.80 to my credit card. My order number is [redacted]. Total amount originally charged was $1,470.69. Refunded to date is $1,249.89Desired Settlement: refund the remaining $220.80 owed to me.

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: This business is linked with the corrupt business, A & B freight, of Brooklyn, NY. They use A&B for the delivery and A&B makes false promises about delivery windows and does not install completely, as promised, and it's delivery drivers called on off hours, just to chat, because my number was in their phone.

Regardless, Appliances Connection makes empty promise after empty promise. Their customer service employees are very friendly and understanding, but don't follow through when they promise a refund. I was promised a $40 credit and it never was processed. Following that "promise" the washing machine was delivered and it wasn't installed completely, part of the contract/agreement. That installation was an additional $29.99 for "white glove delivery." So, now my expected refund due is $69.99. Like, I said, this company is very nice over the phone, but it is a scam operation and they don't follow through.

IDesired Settlement: $69.99 refund, plus $100 for the installation that we needed to do, because the delivery men were incompetent and they didn't do a service that was payed for in advance.

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: December *, 2011 I was sold a Microwave oven by Appliances Connection. Accompanying this Microwave I was sold a 5 year ON SITE WARRANTY for $99.99 and told that a Service Technician would come out to my home in the event that the unit require repair. This warranty was serviced through[redacted]. I followed all of the documented procedures and registered the appliance, fast forward to March **, 2014 my Microwave stopped working and I contacted [redacted] and was told that I had been sold the wrong warranty for this item and that they will not provide on site service, I would have to take the appliance to a service center. I contacted Appliance Connection and was told that they will look into it. Since then there has been several phone conversations, always initiated by myself as they have never called me back as promised. Today March [redacted] 2014 I receive notification via email that they will provide in home service and I will need to take the appliance in to be serviced.Desired Settlement: I would prefer to have the appliance repaired. To have a technician come out to my home as I was told they would and either fix the unit or take it back to their shop for repair and the return it as this is what I was told when I purchased the warranty. Since it appears that Appliances Connection is not willing or able to deliver on their promise, then the service warranty that has been sold was misrepresented and I think I'm entitled to a full refund of my $99.99 as the only reason I purchased the warranty was based on them providing ON SITE service.

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]

They still insist that I will need to bring the appliance in for Service when an "On Site" Appliance Warranty was purchased. If they can not fulfill their obligations in regards to this "On Site" Appliance Warranty then I believe that I'm entitled to a full refund as I never would have purchased this Warranty if I knew that I would be required to bring the Appliance in for Service. This "On Site" Appliance Warranty has been misrepresented.

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

Sincerely,

Business

Response:

Upon reviewing the complaint our records indicate that on March **, 2014 we called [redacted] the service company for the extended warranty on behalf of the customer, below is copy of the email we received from [redacted]:

Unfortunately there are no available in home technicians in customer’s area that can come and service the unit. Please choose from the list below and [redacted] will pay for your service.

Please be advised [redacted] didn’t refuse service, unfortunately there are no available in home technicians in the customer’s location that can come and service the unit. [redacted] will honor the warranty by having the unit serviced.

Business

Response:

The extended warranty company offered that the customer can ship the microwave to one of the service centers and they will cover all the shipping expense involved in addition to the repair expense .

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'm not aware of ever receiving the stated response that the warranty company would pay for shipping to a service center, the last message that I recall getting was that I would have to uninstall the appliance and carry it to a service center and once the appliance was repaired I would have to go get it and reinstall it. As the appliance was broken for an extended period of time and that I received notice from the Revdex.com that they were going to close the complaint because they hadn't heard back from the company and there was no indication from the warranty company that they would honor the on-site service warranty, I have seen replaced the appliance. The long and short of it is that the warranty that was sold was misrepresented.]

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

Sincerely,

Business

Response:

The warranty company agreed to pay for all shipping expenses and repair cost, the email was sent to the customer on 05/**/14, the customer may contact [redacted] to request the cancellation of the warranty and refund should be issued directly by [redacted].

Kindly, update this case.