Complaints
This profile includes complaints for Appliance World's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/07/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a few appliances over the summer that did not get delivered until 8/8/23 2 of the new expensive appliances were not working had to call for services right away. They were able to fix one but the stove has been fix after 5 complaints and 3 attempts to fix and change parts. We are requesting an exchange for the stove since clearly they sold us a stove that does not work and we just keep getting the excuses and back and forth. We want an exchange or our money back.Business Response
Date: 11/22/2023
We assisted and resolved this customers issue by forcing the manufacturer to exchange the appliance for the customer.
Returns/Exchanges of home *********************** are not done at the discretion of the retailer, but the manufacturer, who warranties the product.
That said, we worked quickly to resolve this issue for the customer and we also assisted in doing the exchange with our installation team at no charge to the client.
Initial Complaint
Date:12/04/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order through this business for a Thermador refrigerator, gas range, dishwasher, and under cabinet hood during their 1-2-3 sales events, meanings your pay the price of a gas range and refrigerator to get all four appliances. The business estimated a lead time of 6-8 months. They delivered the gas range and refrigerator in May but charged the entire order amount instead of billing the shipped appliances proportionally. After twelve months of waiting, we still need to receive our under-cabinet hood. The Thermador customer representative told us the lead time should be around seven months. We tried to talk to the business, but they refused to provide any order details with *********, nor will they give a refund.Business Response
Date: 12/05/2022
Good afternoon *********,
We found your sales order in our system. I agree that the hood (which was given at no cost as part of the Thermador Promotion) is still on delay from the manufacturer. Thermador ran into a production issue which has affected every retailers ability to deliver this product. As soon as it becomes available, it will ship to their Northeast distributor where we will pick it up and once in our possession we will call you to coordinate immediate delivery.
I assure you we would love to deliver it however the manufacturer does not have stock anywhere in the country. As soon as it arrives, we will get this coordinated for delivery the soonest possible day.Customer Answer
Date: 12/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business admitted that they didn't deliver the hood from the sale transaction, and they claimed the hood was free. However, it's not FREE. It's part of a classic "Buy one get one free" promotion that triggered numerous class actions, including ***** ** ************** ******** *************** **** Corp. As consumers, we have fulfilled our obligation by paying for all four items in full. However, we only got three things and the fourth one has no estimated delivery date in sight. We demand the business to either deliver the hood by 12/30/2022 or refund the entire transaction amount plus 9% of interest charge since May,13, 2022
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************
Initial Complaint
Date:11/01/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased refrigerator last year and contacted appliance world while it was still under warranty thAT ICE MAKER AND WATER PURIFIER wasn't working. they sent repair company to repair and he ordered a part. The second man came and he said this is the wrong part and he ordered another part. They made appointment with me but i left several messages to reschedule but no one returned my call so they call to come so I explained i need to reschedule. I got anger because this was in August and wanted fixed but they could only make it in the next 10 days. I called Appliance world to replace with another repair company. When that company comes he explains I have to pay the service call. I lost it because I'm a recent widow and live alone and bringing ice into my house is very difficult. The repairman left and I kept the part. I'm not even sure its the right part??I'm not sure on all the dates but i know it was covered at the time I called to have repaired.When I contacted the manager ***** in the Huntington office he said he's doing the best he can!!Business Response
Date: 11/11/2022
Hello, this is being exchanged on 11/14/2022.Customer Answer
Date: 11/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
resolved thanks too you!!
***********************
Initial Complaint
Date:06/06/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Fulgor Milano fridge, gas range, dishwasher and range hood from Appliance World. Ever since the fridge was hooked up on May 7th, 2022 the water dispenser has not worked. I have been given one excuse after another with regards to a resolution to the issue. There is a part that needs to be ordered and it has to be shipped. Well it has been a month now .....no part has been delivered and no one can tell me when the issue will be resolved. A repairman came to the house the first week to look at the issue and had no idea what was wrong or what needed to be done to resolve the issue. At this point i would like the fridge to be replaced in its entirety with a new fridge.Business Response
Date: 02/05/2025
Our store manager, *****, spoke with ******* ******* today and confirmed that this issue has been resolved. The complaint was originally filed on 6/6/2022, and we exchanged the refrigerator on 6/28/2022.Customer Answer
Date: 02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
******* *******
Initial Complaint
Date:05/12/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
NEVER AGAIN!!! Please save yourself aggravation and purchase a BBQ someplace else. We came back to them after spending ****** on kitchen appliances that are awesome. May 2021 we purchased an XO BBQ for $3,600. We have only been able to use the grill a handful of times in the year. It keeps breaking down and we have had an XO repairman here 3 times!!! Still not working!!! Countless calls to come take it back and still have a defective BBQ in my yard. Want another brand of grill. Unbelievable to treat a good customer this way.Customer Answer
Date: 05/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved."Received the following email and call from ***********************:
****
Good speaking with you as discussed we will pickup grill and issue 100 % refund
Come in saturday we will pick new grill and schedule pickup and delivery of both at same time
--
Best Regards,
***********************
** ************ ** ************ ** *** ************ ********** ** ***** ** **********************
Sincerely,
*************************
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