• AJ Madison

AJ Madison

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Overview

AJ Madison has a rating of 1.57 stars from 69 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about AJ Madison most frequently mention customer service, and next day problems. AJ Madison ranks 120th among Kitchen Appliances sites.

  • Service
    26
  • Value
    21
  • Shipping
    23
  • Returns
    16
  • Quality
    18
Positive reviews (last 12 months): 0%
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Negative
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • The salesman has been rude, not helpful and told me I have to call Customer Service which in itself is an oxymoron.
How would you rate AJ Madison?
Top Positive Review

“Showroom experience is above and beyond”

bobby s.
3/16/23

I dont see why people are exaggerating, this is a nationwide company over 20 years old. The showroom team has a built in customer service team and i was able to see this company grow slowly and steadily. Love this company!

Top Critical Review

“TERRIBLE TERRIBLE CUSTOMER SERVICE.”

Kateryna K.
7/5/23

TERRIBLE TERRIBLE CUSTOMER SERVICE. Most reviews are written as part of promotion. Order placed a month ago, took 2 weeks to ship, another week to even schedule a delivery only to have it cancelled and yet to be re-scheduled (while appliances are in the warehouse in the same city). Every time we call they are coming up with different excuses while our window of delivery ends today.

Reviews (69)

Rating

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Other

Reviews that mention popular keywords

customer service (30)
Thumbnail of user mauricelichy
1 review
0 helpful votes
January 16th, 2024

Terrible company very frustrating have to deal with them the delivery company they use that is supposed to be solid and is as liquid as water they are the worst and it's no coincidence since AJ Madison is no better. So, beware and avoid AJ Madison and their delivery service AM Delivery. Bad, Bad, Bad, Very Bad.

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Value
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Thumbnail of user katekochetkova
1 review
0 helpful votes
July 5th, 2023

TERRIBLE TERRIBLE CUSTOMER SERVICE. Most reviews are written as part of promotion.
Order placed a month ago, took 2 weeks to ship, another week to even schedule a delivery only to have it cancelled and yet to be re-scheduled (while appliances are in the warehouse in the same city). Every time we call they are coming up with different excuses while our window of delivery ends today.

Service
Shipping
Thumbnail of user kimberlyb2135
1 review
2 helpful votes
July 20th, 2022
Verified purchase

Buyer beware. I ordered a $4500 double oven. They claimed to have tried to deliver it, but I didn't receive notification. They then want me to send another credit card authorization for "re-delivery" but won't tell me how much it is for- just supposed to be an open ended credit card charge. I asked if they would just cancel my order then. They said only if they keep 35 percent of the 4500! OMG! Go to anyone else! And you can't get anyone on the phone- the only responses are via ambiguous emails.

Tip for consumers:
Go anywhere else!

Products used:
Never delivered

Thumbnail of user stephent1249
1 review
0 helpful votes
June 29th, 2023

Bad experience with these guys, won't use them again. We purchased an appliance (induction range) and found out before delivery that it wouldn't work in our apartment. My bad for not understanding this in advance, or for seeing the fine print about the 35% (!) restocking fee hit for canceling the order. But they wouldn't even work with us to apply a reasonable share of the price we paid to purchase another product from them instead. Just basically told us we're out of luck. Absolutely their right, and fully disclosed, but seems like really bad business to lose a customer through zero flexibility and understanding. Obviously won't buy anything from them in the future. Learn the lesson from me: do all your homework, double-check your measurements and installation requirements, and check with your building superintendent before you buy a new appliance. Otherwise, at least with these guys, it will be costly and they will take your money and won't try to help you out in any way. Thanks for nothing AJ Madison.

Products used:
None

Service
Value
Shipping
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Thumbnail of user kathio19
1 review
2 helpful votes
February 21st, 2022

What an experience, DONT BUY FROM THESE CLOWNS! I bought a dishwasher, it arrived badly damaged. They quickly replaced it, it arrived, wrong color, we ordered white, they sent black. They quickly reordered us another one, =but charged me for the third one. I called to tell them, but the girl in customer service just argued and argued with me, she was so rude and defensive. She said they just held the funds and did not charge my bank, well it has been deducted from my bank. She told me that its my banks issue, not theirs. These people are idiots, I will never ever order one thing from them ever! M Heed the warning please!

Tip for consumers:
please dont use these company, the worst

Products used:
dishwasher if I ever get it

Service
Value
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Thumbnail of user kamac3
1 review
1 helpful vote
January 25th, 2022
Verified purchase

I ordered a fridge that stated was in stock, once the order was placed I was waiting to receive confirmation for my delivery. Sadly, I didn't receive any information about the delivery. I called AJ Madison, they said I would be hearing shortly. The order was place on Jan 19th, It took 7 days to receive an email that stated it would be up to an additional 5 days before I would receive the appliance. The email did not specify any further info. I ordered the fridge because our fridge stopped working, had I known it would take 2 weeks, I would have ordered from another vendor. I tried to cancel the order, but was told I would have to pay a 30% restocking fee. I am now at their mercy, I have no idea when I will receive the appliance. So much for trying to give business to companies other than Home Depot.

Tip for consumers:
not to order if they need the item asap.
They falsely advertise , it appears that items will be shipped right away.

Products used:
ordered a fridge, but have no idea when it will be delivered

Service
Shipping
Thumbnail of user ezzies
3 reviews
6 helpful votes
December 9th, 2021

***STAY AWAY FROM THE COMPANY***

UPDATED REVIEW
About a year ago a had a super experience with them (read original review below). Placed a second order with them now and its been a disaster. Waited home all day multiple times and they dint show up. Customer service is terrible. Was firced to use a laundry mat for weeks. Cannot be trusted, disrespectful and unreliable. I STRONGLY SUGGEST YOU SHOP ELSEWHERE.

Tip for consumers:
***STAY AWAY FROM THE COMPANY***

UPDATED REVIEW
About a year ago a had a super experience with them (read original review below). Placed a second order with them now and its been a disaster. Waited home all day multiple times and they dint show up. Customer service is terrible. Was firced to use a laundry mat for weeks. Cannot be trusted, disrespectful and unreliable. I STRONGLY SUGGEST YOU SHOP ELSEWHERE.

Products used:
WASHING MACHINE

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Value
Shipping
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Thumbnail of user ryang619
3 reviews
3 helpful votes
December 13th, 2021

I should have trusted my instincts and not ordered a $6,000 range from a company whose sales department you can't even contact over the phone. My order had to be placed over chat.
We were told it would be here in 6-8 weeks.
5 months later, nothing. And good luck getting ahold of anyone there. You will wait on the phone over an hour them finally have someone answer the phone. Ask how much longer it will be, they place you on hold then disconnect the call. Atrocious service.

Tip for consumers:
Stay away from AJ Madison

Products used:
No refund yet. They said they would refund. It’s been over a week. Nothing.

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Value
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Thumbnail of user michaelw5718
1 review
0 helpful votes
January 18th, 2023
Verified purchase

Ordered refrigerator before Nov 21 before Thanksgiving and paid for install and 3rd person for delivery to second floor. It took 3 weeks for delivery. 2 people showed up and dropped fridge off in the garage. Said they need 4 people and to call the delivery company(AM) to find out when they get there. After a week of calling they sid they are working with AJ Madison to figure out who will pay and added $1200 cost. Called AJ Madison after dealing with AM and took a week for them to come back and tell me AM is refusing to install it. Claims worried about damaging the home. AJ offered a return or a refund of delivery charges plus extra cash back for me to find my own installer. Took 2 more weeks to find a company to install the unit on the second floor. Went to install handles sets and they were the wrong ones. AJ Madison refused to do an advanced replacement of the handles to get me what I ordered. I had to return them first. I arranged to buy a second handle set and have expedited shipment. It took 4 days to get the replacement handles. They were the wrong handle sets yet again. Again they refused to advance replace them even though they have not shipped me the right handles twice. I again ordered a third set of handles and returned the second set. 7 days later I have not gotten a refund for the returned set, I have not received any tracking information for my third order, and they have no tracking information in their database for my third order. They do not even know if it has been pulled and shipped, It is now Jan 18th 2 months from order on what was supposed to be 2 weeks to receive and install. I have had to jump through hoops to try and get my ordered parts to me and installed no thanks to them. I will never order from them again This was a $12,000 order of a GE Monogram Side by side to replace an 15 year old failed GE Monogram. It should not be this hard.

Products used:
I have not yet as I am still trying to resolve their parts shipping issues

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Value
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Thumbnail of user steveh2531
1 review
2 helpful votes
June 22nd, 2021

A month ago they delivered a prepaid refrigerator that had two dents in the door. They assured us a new door would be promptly delivered and a technician would install it. It's been a month and nothing. Very difficult to get through to them and then they put us on hold and disconnect us. They say they'll look into it, but we have yet to receive a call back.

Tip for consumers:
Be aware of damaged products

Products used:
Frigidaire Refrigerator

Service
Value
Shipping
Returns
Quality
Thumbnail of user sayeda41
1 review
0 helpful votes
February 2nd, 2023

Very disorganized, the delivery is after 3 months. I was told delivery would be after 5 days, After almost 3.5 months I am getting emails about the delivery now.

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Value
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Thumbnail of user dennisa423
1 review
2 helpful votes
October 1st, 2021
Verified purchase

If you're thinking of using them, DON'T. Never even replied to my emails & pictures sent. Think agan

Tip for consumers:
NA

Products used:
Bertizonni Range Hood

Service
Shipping
Returns
Thumbnail of user jeffl1128
2 reviews
2 helpful votes
June 30th, 2022

Under no circumstances should you buy from AJ Madison! Go to ABT, or Best Buy or PC Richards or Lowe's or ANYWHERE ELSE. They sold me an Electrolux washing machine and installation service... but they neglected to tell me that the installers would not be able to complete the installation of all the features of the machine, such as the reversible door. (Washing machines come with a hinge on the left side, but in my tiny space, I need the hinge on the right side.) So now I need to hire ANOTHER installation company (a REAL one) to reverse the door, and it will cost over $300. Call me crazy, but I think that if you sell a machine on with a reversible door on your website, and you sell professional installations, YOU MUST INDICATE THAT THE INSTALLERS ARE UNABLE TO HANDLE ALL ASPECTS OF THE INSTALLATION.

And that's not all. I wish I could post photos here to show you the state they left my apartment in. They left dirt and garbage all over the floor. Dirt was ground dirt into the carpet in such a way that it will have to be professionally cleaned or replaced. And they dumped the trash, old hoses and dirty hardware in our (full) clothing hamper. As an added bonus, they broke the drain pan under the washer!

The Electrolux machine is great. I just wish I had bought it ANYWHERE ELSE.

Tip for consumers:
RUN AWAY!!!!!

Service
Returns
Thumbnail of user richardb1364
4 reviews
7 helpful votes
September 18th, 2020

This company is incompetent at best. Cannot get the order right, delivered damaged goods, and refuse to do anything to rectify the situation. Communication is non existent, had to make too many calls for service and was constantly placed on hold for long extended periods. You can purchase these products anywhere and AJ Madison is not a good option.

Thumbnail of user gkl4
1 review
4 helpful votes
December 8th, 2021

Purchased and downdraft system to replace my broken one. Was assured it was the replacement model and would fit where the old one is. It didn't even come close. Was way deeper. Took two weeks to finally get through to the company. Was on hold several times and cut off all of them after 45 minutes. Finally got a rep for a return. I paid 1289. 00 and received a refund for only 840.00 after they charged their restocking fee. That was after taking two weeks to pick it up which I was charged for. Then it took several weeks and emails to finally get the partial refund. They should have a 0 for a rating.
STAY AWAY FROM THESE PEOPLE!

Thumbnail of user monicam902
1 review
3 helpful votes
March 9th, 2022
Verified purchase

Ordered 4 Bosch appliances on June 24,2021 for a kitchen renovation. Received a call from a sales rep who convinced me to switch to "in stock" options, a Lieber fridge and a larger Bosch cooktop than I needed. He told me he would "borrow" a dishwasher from another order to assure I received it. I received the substitute "in stock" appliances with no issue. Then things went south.

I understand there are supply chain issues; however, I continued to receive marketing promo emails encouraging me to order one of the remaining items right away because they were "in stock and ready to ship". When I inquired about the status of my order with customer service, I was told that I "just missed" my allocation and I was [second, third, or fourth] in line for the next shipment. Then I'd get another email promoting the item I'd ordered. I'd forward the promotional email to customer service with my order number asking why they are promoting these items. The replies typically read, "hopefully you'll get yours in the next allocation."

This is a BAIT & SWITCH SCAM. Over 8 months later, I finally send emails suggesting the BAIT & SWITCH SCAM and I receive an email saying my wall oven (advertised as "in stock and ready to ship") will ship and I'll receive a call in 2 business days to schedule delivery. My credit card is charged and I receive no call. I email customer service to inquire when my oven will ship and I'm informed the unit allocated to me was "damaged" so my shipment was "cancelled" and I'll receive an oven in the next allocation. No refund to my credit card.

I go to the AJ Madison website and use "live chat" to ask a sales agent if I order today, when might I expect to receive the wall oven and dishwasher. He says up to three months. I ask if it could ever take up to six. He responds, "possibly, but very unlikely." I ask why I ordered these items over 8 months ago and haven't received them yet. He gives me the email and phone for customer service and disconnects the chat. I take screenshots and send these to AJ Madison. They suggest I buy a lesser quality Bosch dishwasher because a shipment is arriving soon. I decline. I call another appliance company who tells me exactly where my place in line will be if I order the items from them. Ultimately, I cancelled my order for the remaining items and requested refund for "damaged" oven that was allocated to me and never shipped. I ordered from a competitor.

Tip for consumers:
Avoid at all costs. Buy from a competitor.

Products used:
Fridge, cooktop

Service
Value
Shipping
Thumbnail of user jeffa48
1 review
6 helpful votes
August 6th, 2019

This is a update to my last review. In short, I bought a Samsung refrigerator on 3/25/19. Showed up over a month later with damage on both doors. Took another month to get someone to look and send back pictures which was already done by delivery company. It has now been since 5/28/19 that AJ was notified of the damage and still have no new doors. State attorney office of New York is investigating. Stay away from these clowns! They will only take your money and provide the worst customer service if any!

Thumbnail of user kareni230
1 review
1 helpful vote
October 19th, 2020

My range broke, and I ordered a new one on September 20th. It was a week before it shipped and another two weeks to arrive. When It finally did arrive it was damaged and unusable. They promised to pick it up and send a new one, but they charged me for a second range and again took a week to even ship it. They tell me to expect delivery sometime between October 30 and November 7. This is beyond ridiculous. I desperately wish I had bought from a local store.

Thumbnail of user hosseinh4
1 review
3 helpful votes
March 19th, 2021
Verified purchase

After a long search i came across with this company and after find an electric range that I look for it, call them to see when I would get this range if i place order right away, and sale person (David Ettelson) which obviously looking to get the deal promised with in 5-7 business day I will get the range and after 14 days when I called(after 45 min. To 1 hour waiting on the line) could talk to some one which didn't have any answer and have to call again and again and finally talk to a lady that said will check with tracking company and call/email me back which she didn't (same attitude with other people in this company) the next day again call to David and he didn't have any answer for me and just just transferred me to another line which again waiting for more than 20 min. And finally talk to Brian(he said he is) and like others he didn't have any answer and lying about the lady that would going to contact with me for the tracking information and he kind of hang up on me(actually transferred me to David which went off completely) and now another day passed no news not easy to talk to any one. This is a horrible experience with a company and every one in this company try to scape from any answer. Just remember if you want to prevent getting into such things highly recommend to go to a local store and get your appliances directly from them and do not even think about to buy any thing from them.
Save your money time and stay away from them.

Tip for consumers:
just for you sake of money and time stay way way away from them

Products used:
nothing so far

Service
Value
Shipping
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Thumbnail of user nicoles1985
1 review
1 helpful vote
July 26th, 2022

I spoke with an agent over the phone. I want to purchase a set from cafe. I had some questions about fitting the appliances in my space. I asked if they would come and measure. He said you have to pay for the appliances then $125 for the them o come measure. I said I have no problem Auth paying the $125 for the measurements but didn't want to lay out $9000 if they weren't going to fit. He said well I'm not sending my guys out to measure if you're not serious. I asked to speak with some e else because we weren't going to work well together. He hung up the phone. If that's how they treat customers looking to purchase how to they treat you after you've made your purchase if a problem may present itself

Thumbnail of user tettyg1
2 reviews
4 helpful votes
April 6th, 2021

I am certain these people are not honest. They advertise free delivery but I paid $75. I wrote special delivery instruction in the appropriate box. They advertise that I will get an email and phone call before delivery. Neither happened. The A. C. was delivered next door. I am 67 and there is no way I can carry it.

I called an complained and they said UPS would come back and bring it to my home. They never did. I called and spend at least 1 1/2 hours on the phone, got disconnected twice and no one called back.

I will never shop with them again!

Thumbnail of user franko175
1 review
2 helpful votes
June 27th, 2020

I paid $4000 for a refrigerator at AJ MADiSON. I was given incomplete delivery and installation information. For two days i left a dozen emails and voice messages asking customer service for help and information. No one ever replied. I had no choice but to stop my amex payment until i heard from them. Customer service still never replied. The salesman said a manager would call me. It's been a week and a half and no one has ever contacted me again from aj madison. Time-wasting horrible experience form your company which flat out just doesn't care about the customer- (june, 2020)

Frank Oznowicz

Thumbnail of user magdelinaf
1 review
1 helpful vote
August 10th, 2022
Verified purchase

DO NOT ORDER FROM AJ MADISON! They have nonresponsive customer service and a strategic restocking fee ( 35%) for intentionally profiting off online customers who click on their incorrect links on Google. We documented all the wrong links and sent to both Z-Line and AJ Madison for proof and got zero response back. This needs to be addressed and is lousy business practice. For example, although they understand they have incorrect links from Google that direct to the wrong product on their site – they make no attempts to update or revise the correct links while continuing to charge an additional 35% to customers who want the right product. This is both morally/professionally wrong and is a horrible strategy to gain and profit.

More than 50% of products on AJ Madison's site are INCORRECTLY linked from Google to their site – promoting an incorrect customer purchase which works in their favor since now they can charge that 35% restocking fee, which is all profit. This is WRONG.

Z-Line is unable to control its retailers as I had to call them more than a dozen times to reach anyone to rectify this mistake, and they were unwilling to support immoral behavior and bad practices from their retailers. This affects Z-LINE's reputation and brand recognition. This is an overall terrible practice.

Long story short, I purchased an oven range using a wrong link that directed me to AJ Madison's site with the incorrect part number. I ordered the wrong range using the link, and now they will not take accountability. They never confirmed my order, and they are now trying to stick us with their 35% restocking fee policy for me to order the correct range. Z-Line has also confirmed that there should be NO restocking fee for these wrong orders since the appliances are not even stocked at AJ Madison - they are stored at Z-Line. So WHY DOES AJ Madison continue to charge a restocking fee? They do this to profit off these wrong orders that are intentionally mis-linked and unfixable from AJ's Madison's site from Google.

Products used:
RA30 Range

Service
Value
Shipping
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Quality
Thumbnail of user dianao327
1 review
1 helpful vote
February 8th, 2022

Bought a range, including service to install and take away old range. The stove was damaged, size was not as advertised (larger than stated on site). Service took out old stove and Left the new one in the middle of the kitchen for me to deal with. They took picture of the damage, said they would send to AJ Madison, and instructed me get a contractor to make the hole in the countertop bigger to install, and to contact AJ Madison for a refund. I did as instructed, paying a contractor to enlarge countertop and install. However, when I called AJ Madison for an adjustment, the most they would offer was $100, on a $1400 range. This would be approved if I would dis-install and take a picture of the serial number on the back of the stove. Would not recommend buying from these guys under any circumstances.

Tip for consumers:
Would not recommend buying from this company.

Products used:
Range

Service
Value
Shipping
Returns
Quality
Thumbnail of user maryc2343
1 review
2 helpful votes
March 22nd, 2021

I lost my home in hurricane Michael on 10/10/18. We were building a new home back and ordered appliances on 7/10/19. Today is 3/22/21 and I still do not have my Refrigerator and Freezer and their customer service department can't tell me when I would get them. I was originally told it would be October 2020. When I didn't receive them I was then told January 2021, then February 2021, and now March 2021. Since we were building a home I had to send spec sheets for appliances so my cabinets are built to accommodate this set. The salesman has been rude, not helpful and told me I have to call Customer Service which in itself is an oxymoron. This has been a nightmare... I did receive my oven and dishwasher after 1 year ordering but to this date haven't received the warranties that I paid for. Mary Ann

Tip for consumers:
Do not use them

Service
Value
Shipping

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