Reviews

Review Details

• Review fromErin B

  Date: 09/12/2024

  1 star

  Erin B

  Date: 09/12/2024

  Ordered on the phone, order was apparently never received in their system, despite my order being taken over the phone by the manager of the sales department, R. So it felt really great to have given my credit card info over the phone and then to not receive a confirmation number. I contacted their customer service department twice to see when I might receive confirmation but was told my order was never placed and was told to wait for my order to process? I responded that I would like to cancel my order. They did however retain my card info and attempted to process the order I wanted cancelled. I had to cancel the charges to my card and spoke with R. again to tell him directly to cancel the order. Felt like a scam, or just an abysmally run business.

  US-Appliance.com

  Date: 09/13/2024

  Good day ****************,We are very sorry to hear you felt as though US-Appliance.com was a scam. We have been in business since 1999 and our parent company since 1963. Once your order was submitted to order processing, our system received an error with your credit card. Our sales manager called you and advised there was a problem with processing the order. As requested, we cancelled your order as you informed him you found the appliances locally. We sincerely apologize for any inconvenience this may have caused.

• Review fromTim F

  Date: 04/04/2024

  1 star

  Tim F

  Date: 04/04/2024

  We purchased a brand new Marvel Ice Maker from US Appliance along with an extended warranty that was on top of the 2 year manufacturer warranty and paid over $2,600. Prior to getting the Ice Maker hooked-up and running, we paid to have a *********, plumber and electrician to get the area ready for the install - We were told that the Ice Machine would arrive in 7-10 days and they said it would probably be sooner and it took almost 3 weeks.- We connected and first powered on the unit on 3/21/24 - After 5 straight days of ice production, the unit only made about 10lbs which is not close to the 25lbs that is supposed to generated ever 24 hours - We then called US Appliance and spoke with their service tech **** about the issues we were having and he had us check a few things and then remove the ice and to continue to watch production since it was new - We then monitored the ice production for an additional 4 days and then weighed it and the total amount of ice produced was only at 9lbs which then triggered us to call US Appliance back and they then told us that we had to contact the manufacturer directly and this was the first time we found out that they did not make the unit which they represented that they did - After working with Marvel, they had their local repair tech come out to our home on 4/2/24. He then confirmed that the unit was hooked-up correctly and that it was holding the correct temp to produce ice and that the other internal k*** was at the right setting but said that there must be an internal issues with the unit that would require him to order replacement parts.- We called US Appliance and told them that we did not want a machine with replacement parts and wanted to return it and they said that they needed to authorize it w/Marvel first - They called us back today via 4/424 and said that the unit could not be returned but that replacement parts were ordered and that a tech would be out with the part in about 3 weeks.PLEASE HELP US!!THANKS!

  US-Appliance.com

  Date: 04/08/2024

  We are very sorry to hear your Marvel ice machine has a manufacture defect. We reached out to Marvel on your behalf and were informed you would need to work with them under the terms of your warranty. US Appliance is an Authorized Retailer for every brand we sell. All new appliances and other products come with a manufacturer warranty. Any potential problem related to a defect can be handled through the warranty and will not need to be returned. This warranty covers all parts and labor to repair or replace any part of the product that proves to be defective in materials or workmanship. A return authorization is issued per the manufacture’s direction if the unit is not repairable and Marvel is proceeding with technician service at this time. Even though the unit was a special order item, we were able to get this delivered to you the end of the following week. US-Appliance does not represent we manufacture the items sold on our website. Marvel guarantees all of their appliances and we are confident that they will resolve this issue to Mr. Fromm’s satisfaction.

• Review fromJOAN R

  Date: 01/30/2024

  1 star

  JOAN R

  Date: 01/30/2024

  SAID THE WASHER AND DRYER I ORDERED WERE IN STOCK. 5 WEEKS LATER I'M STILL WAITING. WILL NEVER ORDER A LARGE TICKET ITEM ON LINE AGAIN. NOT RELIABLE

  US-Appliance.com

  Date: 01/31/2024

  *********************** did not place an order from US-Appliance.com.

• Review fromJames H

  Date: 12/19/2023

  1 star

  James H

  Date: 12/19/2023

  I ordered 4 appliances from them. The order process went smoothly. However, when the appliances were delivered, 3 of the 4 were severely damaged. The front door of the stove was buckled as was the back of the refrigerator. The dishwasher spewed water from the top because the basic shell of the dishwasher was compromised. All this was not obvious on delivery and US Appliance has been spouting their "policy" of complete inspection within 24 hours. Most of this damage was hidden and couldn't be seen upon inspection. I wouldn't but from them based on their slapdash shipping and rigid policy.

  US-Appliance.com

  Date: 01/29/2024

  Good day ******************,We were very sorry to be informed on December 14, 2023 that you found cosmetic damage to your appliances on your November 27, 2023 delivery. This is certainly, not how we like to hear about our freight deliveries. We understand customers do not always see our return policy on our website, where you placed your order, so we make sure the consumer is fully aware of said policy by placing it in the email sent to you, along with the invoice, where policy is noted. When your order shipped, we sent another detailed email of how to accept delivery and report any issues to us within 1-business day. The manufactures limit the time they will replace any cosmetic defects and **s timeframe is 7 calendar days of delivery. We were very happy we were able to get ** to send you the refrigerators back bottom plate, which had a dent along with them replacing the dishwashers tub, which had a hidden dent under the insulation in the top-back left corner. Unfortunately, ** informed us they were not able to replace the ranges oven door that had a smaller dent on the left outer edge at this late date. We hope you enjoy your new appliances for many years to come, as you are a valued customer here at ********************.

• Review fromFranna H

  Date: 12/11/2023

  4 stars

  Franna H

  Date: 12/11/2023

  The refrigerator was obviously a damaged/used/return that has insulation material leaking out, scratches on both interior and exterior - a second maybe because of all the plastic wrapping that needs an exacto knife to remove. The stove was perfect.

  US-Appliance.com

  Date: 12/12/2023

  ************,We are very sorry to hear your GE refrigerator arrived with scratches on delivery date of September 26, 2023, as this is the first we are hearing of the issue. This is certainly, not how we like to hear about our freight deliveries. Rest assured this was a brand new unit, which is a stock item in our warehouse. We DO NOT ship damaged returns to our valued customers. We have a 1-business day policy in which to report defects and we would have been more than happy to return or replace the unit, at no charge to you. If you chose to keep the unit as is and our specialist found this would not affect the operation, we could have processed a credit back to your credit card or had GE service it under their Cosmetic Warranty within seven days of delivery.We understand customers do not always see our return policy on our website, where you placed your order, so we make sure the consumer is fully aware of said policy by placing it in the email that was sent to you, along with the invoice where policy noted. When your order shipped, we sent another detailed email of how to accept delivery and report any issues to us within 1-business day.As for the insulation leaking out and the scratches on the interior, you may contact GE Customer *************** at ************ and provide them with the model and serial numbers off the serial tag. This serial tag is normally located inside the fresh food section, on the left or right wall near the top or inside the freezer section, on the left or right wall. Again, our sincere apologies for any inconvenience this has caused.

• Review fromLorie G

  Date: 11/20/2023

  1 star

  Lorie G

  Date: 11/20/2023

  I placed an order for an appliance, received confirmation of the order (credit card was charged) then I received a call 6 days later saying they had 'unfortunately had the wrong price on the website' and I would need to pay almost 70% more if I wanted the appliance. In reality, the appliance was being offered at a discount by all retailers on the day I placed the order - then the price went up on other sites so US-Appliance tried to extort the price increase on a completed contract/transaction. I am contemplating filing a complaint in the *****************, where the organization is incorporated.

  US-Appliance.com

  Date: 11/21/2023

  Hi ****,Our buyer had informed us, due to a scan down in our system, the Styler Steamer Closet you purchased, could not be sold for the price of $595.00 as the unit's retail price is $1,429.00. After further review, our buyer did agree to accept the price you originally paid of $595.00. Since you declined the acceptance of initial payment, cancelling the order, we processed a full refund. It is listed for $995.00 and as you mentioned, other sites are selling for this price if not higher. We do sincerely apologize for any inconvenience this has caused.

• Review fromStephanie S

  Date: 11/17/2023

  1 star

  Stephanie S

  Date: 11/17/2023

  Worst company ever!! False advertisement of item availability and shipping. Ordered several appliance on 10/23/23 website said it would be 1-3 weeks for shipping. After the 4th week I called to get a status and their customer service was so rude, acting like I'm an inconvenience for inquiring where my items are. They said "were waiting on more pieces and then everything will ship and be there withing 1-3 business days. Supposedly my items shipped on 11/15/23 but now my estimated arrival date is 12/1/23!!! Seriously I would have just ordered through a regular reliable store like Lowes if I had known the trouble and delay I encountered. So much for hosting Thanksgiving now!!!

  US-Appliance.com

  Date: 11/27/2023

  Hi **************,We are very sorry to hear you believe our website is misleading. Our website does state major appliances will ship in 1-3 weeks. Your order shipped in 3 weeks one day from order date Oct. 24, 2023. Our website also notes remote areas may take an additional 2 weeks. Our carrier does not service your area; they hire a partner carrier to deliver to remote areas so we may fulfill orders to all customers. The manufacturer gave us a receiving date of Nov. 7th for your special order wall oven. We reached out to our manufacturer and were informed our receiving date was pushed to Nov. 14th and your order shipped the following day. We certainly want our customers to have their appliances ASAP however; we are at the mercy of the manufactures to fulfill our purchase orders. Your order delivered within the timelines we note on our website as your delivery contract was signed as received in good condition Nov. 22nd. We apologize for any inconvenience this may have caused and hope you enjoy your new appliances for many years to come. You are a valued customer at ********************.

• Review fromDARYL W

  Date: 08/31/2023

  1 star

  DARYL W

  Date: 08/31/2023

  If I could give this company and website a review less than one, I would. Like another review I just read, this is probably the biggest nightmare purchase I have made in my life, and I am 64 years old. If you live in a rural area, do not buy any ******* appliances from these people. My refrigerator arrived with severe damage, and both doors should be replaced. I am attaching pictures to show how it looked when I unwrapped it. It is now been 3 weeks, and ******* called to let me know that they're not doing anything about it. They said I had to deal with a third company that I am totally unfamiliar with, but US appliance now tells me is their parent company. I went 2 weeks without any email of dates from customer service, and when I finally asked to be reimbursed $1,000 so I could replace the doors myself. They said that would not happen. Everyone you talk to is great on the phone, but after you're done you are forgotten. My wife and I are both retired teachers, and one of her retirement gifts was to redo our kitchen. It was quite run down, and the new appliances were the finishing touch. I can happily report the kitchen is gorgeous, but it has a refrigerator that look like. I bought it a goodwill after it fell off a truck. I'm totally dissatisfied, and would never ever consider another purchase from this company. Beware, especially those who live in rural areas! ******* would not even send a repair person from ****, which is about an hour and 15 minutes. I wish you luck in your appliance search, but I would suggest looking elsewhere.

  US-Appliance.com

  Date: 10/12/2023

  We are very sorry to hear your ******* refrigerator arrived with damage to the doors and thank you for reporting in compliance with our policies. We certainly do not like to hear, while in transit, our freight arriving damaged. We respect your decision to have the doors replaced, rather than return the unit. We reached out to ******* the same day of you contacting us. ******* sent a request to have the doors shipped directly to you. *******s escalation department coordinated with their service dispatch team to locate a service provider in your area to install the doors. They have recently been trying to contact you and have not received a response so we sent you an email to answer from all unknown callers. As you have received one of the doors, we apologize for the delay of the second door as they ship from out of country. Respectfully, we have kept you updated on the doors/service.

• Review fromGary R

  Date: 07/14/2023

  1 star

  Gary R

  Date: 07/14/2023

  Set appt- afterwards 3 people contacted me and asked the same exact questions like Id never called. Set appt for yesterday between **** someone called and said they rescheduled appt to between **** pm.Waited all day no service person showed and not even a call from the office or seevice person to update us. Obviously dish washer didnt get fixed or even looked at

  US-Appliance.com

  Date: 10/04/2023

  Hi ******************,I am very sorry you had an issue with service on your dishwasher. I would be more than happy to look into this but I cannot find an order under the name *********************** that was provided in this complaint. The only way we are able to pull up an order is with the name on the order or by telephone number. Please send me an email at ******************************** with the name and phone number on the order so I can address your issue.Thank you, *****

• Review fromRachel S

  Date: 02/06/2023

  1 star

  Rachel S

  Date: 02/06/2023

  I ordered a washer and dryer set from US appliance and after no contact for 2 weeks I sent them an email, to which they responded "We have been trying to reach out to you and you did not get back to us so we canceled your order." After I attempted clarification, and to let them know that I did not receive any of their communications, they wrote me off by saying I should "Just order a new one." There was no apology and no customer service representative to help me with the remainder of my process; they just told me to contact the sales personnel. There was no accountability for the way that I was treated and there was no follow up at all whatsoever, and now I have to go order from elsewhere. Having to take my laundry to a laundromat for an additonal few weeks is going to be more irritating than I care to admit.

  US-Appliance.com

  Date: 02/07/2023

  Review ID: 128707 We are very sorry to hear that Ms. Swyhart states we lacked communicating to her on the status of her order. She placed her order January 24, 2023 for a washer and dryer. Our order-processing department tried to process her credit card and her information was not matching. We sent her numerous emails to the email address she provided. After not receiving a response, we sent her an email on February 2nd informing her we would need an update within 24 hours or we would have no other recourse but to cancel her order. We attempted to contact her via telephone, which she never responded to our multiple voice messages. On February 6th we sent her a final email letting her know after numerous emails/phone calls we had to cancel the order for non-payment. We let her know she could contact us and we would be more than happy to resubmit the order. She replied to this email asking what telephone number and email address were using to contact her. We responded with the email address and the phone number she provided to us. She replied they were both correct but states she never received anything from us and did not want to place new order. “She appreciates our replies, thank you very much! Have a good week!” Thank you for your time and attention to this matter.