ComplaintsforUS-Appliance.com

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered appliances and kept getting the run around in when the would be shipped and delivered. That finally happened my microwave came damage and they will do nothing to rectify the issue.

  Business response

  08/02/2024

  To whom it may concern:
  
  We are sorry to hear ******************** believes we gave him the run around on shipping his special order items purchased online June 14,2024, order #uI6195.  We informed him his order would ship by July 16, 2024, which all items, except the refrigerator, shipped that day and delivered July 26th. Unfortunately, the refrigerator arrived to us damaged July 5th and we informed him we would need to re-order however, we would ship the others items once received.  US Appliance paid extra for a split shipment to get these appliances to him as soon as we were in receipt.  The refrigerator shipped July 22nd,which he was informed the carrier will contact him once received and we sent him a link to track the shipment.

  He contacted us July 31st reporting he installed the microwave but it had damage to the back bottom corner but was not super noticeable and requested credit to keep it as is.  With the damage not reported to us in compliance with our delivery policy to report damage within 1 business day of delivery and signing the delivery contract clear of damage, regretfully we could not issue a credit.

  He signed the delivery contract questionnaire July 26th checking off YES to Was your merchandise received in good order and checked off NO to Was there any packaging damage to the external package.  US-Appliances 24-business hour policy to report damage is noted in several areas to keep the customer well informed of our policies.  This is noted on our website where he made the purchase, it is noted on his invoice emailed to him once order was processed and noted in a detailed tracking email sent to him when order shipped July 16th and July 26th.
  Thank you for your time and attention to this matter.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** Sunday, April, 16, 2023 No shipment, multiple phone calls always the same response, "its going out next Thursday" or "it's in home delivery, that takes longer". Cancelation of order after they promised a email or call today (06/28/23). ***** the representative was asked to escalate the issue and I never heard from any Manger. Even changed to a more expensive refrigerator for their ease of getting it.

  Business response

  06/29/2023

  To whom it may concern:
  
  We are very sorry Mr. ********** order did not ship as soon as we anticipated.  This freight had to transfer from our main warehouse to US-Appliances warehouse.  ********************** had requested and paid for In-home delivery.  We did explain our In-home delivery company does take longer to ship as they only pickup from us one time per week.  We also state this on our website, where he made the purchase; ************* for in-home delivery may be extended due to high shipper volumes.
  
  Unfortunately, we could not ship his order in the timeframe expected so we cancelled his order and credited him the full amount due.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  
  ***********************

  Customer response

  06/29/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  **************** or to whomever in customer servicd that responds; you state it is well documented on the website, so lets once again remove any blame from the company. Then state it had to ship from a main warehouse to another, but the lack of disclosure of any updates, or contactt by a manger when requested, is not away you keep or make customers. Nor do you mention that I called at least seven times, and even upgraded a refrigerator to ease the wait time, nor the reason I was lied to twice about shipping out of said items. US Appliance just blamed me for requesting in home delivery. I believe you skirted around the complaint.
  
  Regards,
  
  ***************************

  Business response

  06/30/2023

  To whom it may concern:

  
  ********************** did contact us numerous times to get more information about our In-home delivery carrier and the *** of shipment.  He also upgraded his refrigerator for a better *** to us.  We are very sorry Mr. ********** order did not ship, as he was informed several times by our sales department it would ship with our In-home carriers next visit to our docks.  Unfortunately, our attempt to force the shipment did fail.  On June 28, 2023, we informed ********************* this was going to ship that day and understandably, he cancelled the order and we issued him a full refund.  We certainly do not intentionally give our customers false information and are sincerely sorry this did not ship when anticipated.

  
  Thank you for your time and attention to this matter.

  
  Sincerely,
  ***********************..

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order appliances from US appliance and was sent damaged appliances, we installed them after being told there is nothing they can or will do. Then when installing them after our kitchen was finally ready I noticed that the appliances were NOT the one ordered. I was sent a cheaper c*** dishwasher it should have been the stainless steel inside with handle and hidden switchboard. I was sent a cheap plastic model with NO handle and exposed switchboard. The serial numbers are NOT correct either.I ordered GDT645SMNES and after install and registrations noticed it was GDF560PMR3ES.This company is scamming people and its sad they get away with it.

  Business response

  01/23/2023

  
  To whom it may concern:
  
  ************ placed an online order with US-Appliance July 12, 2022 for a GE kitchen package; refrigerator, range,dishwasher and microwave.  Her order shipped Jul 21, 2022 and we sent her a detailed email with tracking information and to inspect the freight and report any damage/issues to us within 24 business hours, see below:
  
  Signing for your delivery is very important.  Please take the time to read the instructions below:
  US Appliance IS NOT RESPONSIBLE FOR ANY DAMAGE THAT HAS NOT BEEN REPORTED TO US WITHIN 1 BUSINESS DAY OF DELIVERY.  If the package arrives with any damage or imperfections, it is imperative to NOTATE BOX DAMAGE on your delivery receipt.  If your item arrives with damage, please note item damage and contact us within 24 hours so we can address the issue at no additional cost.  Even if you do not plan to install your item(s) or there is no visible packaging damage, it is still very important to inspect them thoroughly and report any damage to us within 24 hours of receipt.
  
  ************ did not contact us until August 17, 2022,stating she found damage to the side of the refrigerator; there was no mention that she did not receive the correct dishwasher.  She signed her delivery contract on July 28,2022, as received in good condition.  We explained to her,US Appliance has a 1 business day policy in which to report damage.  In the event this policy was overlooked on our website, we make sure to note it on the invoice, which she received prior to delivery.  She stated she was aware of our 24-hour policy and was upset with her husband as she told him to open all of the boxes.  Even though the damage was not reported to us within 24 business hours, we informed her we would approve the return of the refrigerator.  Since the damage was signed clear and not reported to us within 1 business day, she would be responsible for the return shipping fee.  We never heard from her again.

  When ************ placed her online order, she ordered a GE dishwasher model #GDF550PMRES.  We shipped her exactly what she ordered.
  
  Thank you for your time and attention to this matter.

  Customer response

  01/23/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered appliances and then changed my mind and decided new roof would sell the house better than a deluxe appliance package. Contacted my salesman at US Appliance. He said refund could be expected within 10 days to two weeks. It has now been three weeks since the talk with the salesman who assured my return. Spoke with an insanely jolly customer service person a couple days ago, full of joy this one, who told me it took one month to issue a refund and agreed the salesman had lied to me and I might need to **** Purchase was over twelve thousand dollars.

  Business response

  10/27/2022

  US Appliance
  111 ***************
  ************ **. 48326
  
  October 27, 2022
  
  Better Business Bureau
  6777 *****************., Suite 100
  **********, ** 48076-4163
  
  RE:  Complaint ID ******** / ***************************
  
  To whom it may concern:

  ****************** placed her order August 19, 2022 for Viking appliances: refrigerator, range, over the range microwave and dishwasher.  She paid for it via a personal check for $12,398.30.  She contacted us September 27, 2022, asking us to cancel the order.  We cancelled the order and informed her since she made the purchase via a personal check, our headquarters would need to process her credit via a check.  On October 6, 2022, our headquarters cut for check for $12,398.30, check number 00004126.

  
  ****************** contacted our customer service department October 24, 2022, inquiring as to when she would receive it.  We informed her the process could take up to 30 days for her to receive the check.  By no means did customer service tell her the sales consultant lied to her and she needed to sue ***************** apologized the process of issuing a check via our headquarters, takes longer than credit card purchases.  Credit card purchases cancelled are processed within 24 business hours. 
  Thank you for your time and attention to this matter.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date April 15th 2022 Bought a high end gas stove $7,018.93 Was delivered by R+L Carriers in June 2022 to our residence. Freight was placed in our carport. We were doing a kitchen renovation and the stove remained in box and on pallet, unwrapped for two weeks. When we unpackaged we noticed damage and the stove was deemed unusable by a manufacturers representative. US Appliance states that if we did not notify them within 48 hours of delivery they would not be responsible for the damage.We have been back and forth via email and telephone conversations with the manufacturer and US Appliance and no one wants to take responsibility for us receiving an unusable appliance.

  Business response

  08/08/2022

  To whom it may concern:

  
  ****************** signed his delivery contract June 1, 2022, as received in good condition.  On June 14, 2022, he contacted us reporting damage to his special order Dacor range.  Even though the damage was not reported to us within 24 hours in compliance with our return policy, we reached out to Dacor on Jun 15, 2022, requesting they replace the damaged parts.  On June 17, 2022, Dacor assigned JJ Appliance repair to service the unit and we contact ****************** with the update.

  
  On June 21, 2022, ****************** informed us the technician was out and deemed the unit unrepairable.  We asked he provide us with the technicians report, which he did.  It did not state the unit was unrepairable; rather noted as damaged.  Dacor requested JJ Appliance replace the damaged parts and they contacted him.

  
  On July 12, 2022, we contacted Dacor to get the status of repair.  We were informed the unit was unrepairable and they would be taking care of the pickup/exchange of the unit.  On August 1, 2022, we contacted Dacor again as ****************** was looking for status.  Dacor assigned Queen **** Appliance to install the unit once they were in receipt and they would keep us updated.  We notified ****************** this will be taken care of once they received the replacement, as again, this is a special order item.

  
  Thank you for your time and attention to this matter.

  Customer response

  08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *****************************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Frigidaire French door refrigerator. When it arrived it did not work properly service companies came out 6 times to fix it. Had the store I bought it from replace it with the same exact model just brand new that had not been repaired multiple times. My new refrigerator shows up and it has the same problem as the original. I am now on the 7th time of the 2 different service company coming out to repair. I have to take off work every time they come and I still have a broken refrigerator. I have contacted Frigidaire multiple times and they keep giving me the run around. I would like my money back or of replacement.

  Business response

  04/27/2022

  RE:  Complaint ID ********/*********************************
  
  To whom it may concern:
  
  US Appliance shows no record of an order placed by *********************************.  We searched by name and telephone number ************.  She must have made this purchase elsewhere.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  
  ***********************
  US Appliance Supervisor
  
  SJ/tlk

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  From start to finish, our experience was a disaster. I opted to purchase from them despite subpar reviews because they assured me that the items I wanted (black stainless Kitchenaid refrigerator, range, dishwasher, and microwave) were available in February, 2022 despite being out of stock at other big box stores. Once purchased, that ship date changed to March, then April. I began cancelling items as they became available elsewhere, and they "magically appeared" available to ship to us from US Appliance. The first range came in pristine packaging yet was very obviously dropped - there was a puncture in the side of it and both sides had large dents. We were outside of the 24-hour return window once discovered, but US Appliance charged us $240 to return it and ship a new one. The new one was also dented badly on both sides from a forklift or something? But at least no puncture... Then the dishwasher came - also in pristine packaging. Upon installation, a large dent was discovered on the interior side of the door. Again, because we are outside of the 24-hour return window, we are now stuck with it. The refrigerator is also dented on the side, but concealed and cosmetic only so it is not as concerning. I should have cancelled the entire order. The delivery person stated that this is common practice for the company and blames inadequate pallets/packaging; however, all packages appeared undamaged - almost as if they are selling damaged goods in new packaging. I would be happy with a partial refund to offset the cost to repair the range, and replace the dishwasher door, or a complete refund and return of the dishwasher.

  Business response

  04/25/2022

  RE:  Complaint ID ******** / ********************************* / US Appliance Order #UD4357
  
  To whom it *** concern:
  
  ****************** was well informed, at time of purchase, that all of the appliances she ordered were special order items.  US Appliance paid extra for a split shipment to get these appliances to her as soon as we received them.  ****************** signed her delivery contract for her range and dishwasher as Received in Good Condition on February 24, 2022.  She signed her delivery contract for her refrigerator on March 25, 2022 as Received in Good Condition.  To date, she has never reported any damage on the refrigerator to US Appliance.

  ****************** did not contact us until April 5, 2022, stating there was damage to her range.  Even though she reported to us well past delivery, we honored the return/replacement, with her being responsible for the return freight charges, as there is no claim on freight signed for clear.  She received her replacement range on April 15, 2022 and signed as Received in Good Condition.  To date, she has not reported damage to US Appliance.
  We feel that our 1 business day damage policy gives the customers time to open the boxes and inspect their appliances to assure product satisfaction.  We state this policy in numerous places to make sure the consumer is well informed of our policy in advance giving them peace of mind that regardless if box/packing damage is noted at delivery or not, they will be taken care of, as long as they follow our damage policy of 1 business day. 

  ****************** contacted us April 18, 2022 stating she installed the dishwasher and there was a dent on the door.  We provided her with the telephone number to the manufacture to get the door replaced under her warranty as US Appliance does not take back installed appliances.  This policy is also stated in numerous areas to make consumer fully aware of such policy.
  We are sorry ****************** is not happy with our policies.  We understand that many customers will not be installing their appliances immediately that is why we need the appliances inspected thoroughly within the first 24 business hours of receipt.  All companies must have policies in place to function. 

  We also state in the same areas of our 24-hour policy If an item arrives damaged during shipment, please note the damage on the delivery receipt and call us within 1 business day of receiving the shipment at ************** so that we can make arrangements for a return/replacement (at no cost to you). Do not install the item. Damaged returns need to be made in new, never installed and unused condition along with all product literature, original packaging materials and blank warranty cards.
  ****************** selected this to be delivered to the curbside/driveway only.  This damage *** have occurred when she had the freight transferred from the curb into her home or while being installed.

  Thank you for your time and attention to this matter.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a KitchenAid dishwasher, Model# KTDM354SS, purchased 5/7/2018. The right side upper rack track has been replaced twice and now it is broken again. The fact that the same part continually breaks indicates faulty parts. Kitchenaid has not responded to requests for assistance.

  Business response

  04/11/2022

  RE:  Complaint ID ********/*******************************

  
  To whom it may concern:

  
  US Appliance shows no record of an order placed by *******************************.  We searched by name and his telephone number ************.  He must have made this purchase elsewhere.
  Thank you for your time and attention to this matter.

  
  Sincerely,
  
  ***********************
  US Appliance Supervisor
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business misrepresented their shipping policy. Their representative said that they could split and ship the order as the appliances became available. However, that is not true as months later they say that they will charge a shipping fee to deploy the order. Moreover the manager *** is extremely rude and ignorant. He categorically states that no one in his **** would say that and that the customer heard what they wanted to hear. Thats what happened. No, ***, an employee at US appliances misrepresented the policy. Perhaps they didnt understand the question, they didnt know about the fee or forgot to mention it, or they just were not transparent. There are many emails where their sales person could have stated this policy, but they did not say anything about it for months, until now. On top of misrepresenting their policy, this business provides a very disorganized and unfriendly customer experience. *** the manager hung up the phone and said he is done because any version of the story other than his is just wrong even though he wasnt in the conversation. I will work with other companies in the future that are known for their reliable service. This US Appliances experience is terrible.

  Business response

  01/19/2022

  RE:  Complaint ID ********/***********************/US Appliance Order #uD2045
  
  To whom it may concern:
  
  We are very sorry to hear ************** thinks we misrepresent our shipping policy.  As stated on our website delivery page, where she made the purchase, If one item on your order qualifies for free shipping your entire order ships free. Major appliances will be delivered to the curbside/driveway of your home only. The shipping company will contact you directly to arrange for a delivery date and time. 
  
  At the very top of this page we have this notification: Important Message Due to Covid-19 and the global supply chain disruption the appliance industry is experiencing many manufacturing constraints and shortages. As a result, many orders may take longer than usual to fulfill. Some orders may experience delays of 30 - 60 days or more.Rest assured we are working hard to deliver all orders as soon as possible and we appreciate your patience and understanding.  We will reach out to you to let you know if any delays on your order.
  
  ************** purchased seven items, five of them being special order items.  She had requested that we split ship her order once we are in receipt of each item.  On November 24, 2021, we shipped two of the items and on December 14, 2021 we shipped another two items, at no additional cost to her.  We informed ************** if she wanted us to split ship the other items we receive, she would need to pay $50.00 which she agreed to and paid.   On January 14, 2022, we shipped another two items.  We are waiting to receive the last item to ship.
  
  As stated your entire order ships free means exactly what is stated, the entire order.  It does not state we will ship each item as received.  We believe the additional $50.00 she paid is more than fair considering we have already been billed three times to split ship her items and we will be billed again for her last item to ship.  US Appliance has gone beyond what our delivery states to make ************** satisfied with receiving her order as quickly as possible.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  
  ***********************
  US Appliance Supervisor
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩