Customer ReviewsforAppliance Connection

Dear Appliances Connection Customer Service and Management, I am writing to share with you today’s disaster regarding the delivery of Order #******* by subcontractor ** *********. I have literally never had a worse customer service experience in my life. • Aggressive and rude treatment by delivery men • Failure to deliver the stacking kit • Initial refusal to remove my machines, even though it was on my invoice • Dishonest statements about why they couldn’t install the new machines and remove the old machines • Aggressive and angry removal of my old machines, which resulted in damage to my wall and door frame • Refusal to install my new machines • Damage on my new washing machine I ordered a washer and dryer by phone with Giorgi of Appliances Connection. I requested haul away and installation services. I’m a petite, single woman – there’s no way I would have placed this order without requesting these services. As I learned today, Giorgi apparently failed to include installation on my invoice. Even after I confirmed with AP the service was authorized ** ********* refused to install. It was a bloody mess! My recommendation is NEVER USE THIS COMPANY.

I purchased a dishwasher in AUG 2020 from Appliances Connection. I bought an ADA-compliant washer by mistake not knowing so because that fact about the dishwasher was not prominently displayed in the listing. The company honored my request for an exchange minus a $** exchange fee (I was very happy about that). The replacement dishwasher I chose was based largely on availability as most appliances are on back-order due to pandemic-related issues. So the replacement I chose was listed as "in stock" on their site with a week-out delivery date. However, I came to find out that it was not in stock. Thus started the receipt of multiple notifications from AUG through NOV giving me projected delivery dates that were never accurate and were continually extended due to the pandemic (OK, I get it and understand that shipping and supply issues are at play - doesn't change the fact that they incorrectly listed the replacement as being in-stock). In mid NOV, the replacement dishwasher finally became in stock. At this point, they charged my card for the price of the replacement. (NOTE: I was not yet reimbursed for the original dishwasher as they wouldn't do that until they picked it up. And, they weren't going to pick the original one up until they delivered the replacement. So at this point in time, I've literally paid for 2 dishwashers yet am still washing dishes by hand. Fair enough - I can understand their reasoning for doing all of this, and the money wasn't an issue for us)... Their shipping company, ** ********* (NOTE: this is not a separate company - they are the one in the same, just a different "division" - they use the same answering service and person, etc.) call to schedule a delivery date for the replacement dishwasher. The AM of the planned delivery day, they emailed me with a new delivery date (next day) - upsetting to me because I had to reschedule various personal/work commitments for the original delivery date. The next day came, and the end of the 4hr delivery window arrived with no call or truck. I had to call them to find out that the washer never made it onto their delivery truck because it was apparently damaged (Again, no one called me to tell me this - I had to call them to find this out). They told me at first that a replacement was on premise to ship to me and that they'd reach out within a few days to reschedule a new delivery date. Never happened. I called back again to have another person verify that, yes, a replacement was on hand to be shipped and that the week after Thanksgiving would be the week they'd ship it. Again, no call, and I had to call them again to find out why no one has called me yet to schedule the delivery. This is when I find out from yet another customer service person that there actually was no replacement dishwasher on hand. I was furious at this point noting that I waited 2.5 months for the first replacement only to come to realize that I could be waiting yet another 2.5 months for a replacement of the original replacement! This is when I finally decided to look elsewhere and LUCKILY found that the same dishwasher was available at a **** ***** (very surprising since availability of appliances is an issue EVERYWHERE). So I bought this dishwasher from **** ***** (yes, I'm now out the money for 3 dishwashers!) and then called Appliances Connection and told them to cancel my order. I got refunded for the price of the replacement dishwasher about 5 days later, which was good. The original dishwasher, however, is still in my possession (it is 12/11/21 as I write this review) as they have yet to reach out to me for a pick-up which means I've still not been reimbursed for its price. With no confidence in this company at this point, I called my credit card company and filed a dispute on that purchase which they honored (Thank you ******* *** - they are a great CC company in my experience). So I've got that money back, and Appliances Connection must now work with my credit card company instead of me regarding the original purchase. And, as of today, I now have a new dishwasher installed and working (thanks to **** *****!!!)....... I just want to make it known that these company's customer service teams (** ********* and Appliances Connection - one in the same teams) is such a huge false front for the company. Although all people who talked to me were polite and cordial and apologetic, they were one to two layers removed from the people working the actual transactions and shipments. Therefore, they were required to reach out to the front line workers for status updates. But, reaching out didn't involve putting you on hold so that they could call these folks. No - it involved sending an electronic request for a status update on the order. This meant that you could never get an update right-then-and-there and had to wait what they would claim to be no more than 24 hours for an update. However, I'd not get these updates which caused me to have to call back multiple times over to force someone to get me an update. It got to a point that I had 4 people, including one being a "manager" promise me that they'd call me directly within 24hrs with an update stating that they've "escalated" my case. They also provided me with their personal phone extensions. However, none - NONE - of these people ever called me back. And, when I would try calling them directly, they would not answer (because they were likely on the phone with another customer). But, unfortunately, I was not able to even leave them a voice-mail since their voice-mailboxes were deactivated ("the voice-mail for this person has been deactivated"). At this point, I felt very helpless and more dejected than I EVER have with any company I've dealt with thus far. I could go on with other details but have probably said enough for one review. The only thing I want to end with is to warn everyone from buying anything from this company. If your purchase ends up in any way requiring customer service support, you'll be in for a very rude awakening. AVOID THESE COMPANIES AT ALL COSTS!!!