Appliances Connection

At first glance, this company appears to be legit. They even provide decent customer service by answering your inquiries. After you get through there politeness, you realize they don't really say or do anything - even at the management level, they are just there to take your money with no process in place. They take it and then sub-out to 3rd party vendors who cannot be reached and do not align with your agreement with Appliance Connection. They then blame the 3rd party and literally do nothing about it (except send an email). I ordered BoschHEI8056U for $2,399 with installation and removal. The problem started when they told me the company delivering (FragilePak) does not do installation or removal. They just drop the oven at my door. The issues escalated after there was no show/no call on delivery date (1st), then kept escalating because no one can reach the delivery company. 2nd delivery date, again no show/no call. After hours on hold and multiple emails, I got ahold of the delivery company who told me that it was on the truck and would be delivered that night - "after they finished moving people in". No show and no call - just a reschedule email for the next week. Delivery day 3 (6 days later) - still no oven. After losing 3 days of work, and 6-7 hours on the phone waiting on hold, having my oven disconnected (in the living room) awaiting their arrival - I was forced to put in my cancellation which Appliance Connection took instantaneously without regret. Appliance Connection is only as good as the 3rd parties they hire. Fragile Pak is the worst delivery company I have ever come across, which in turn has made this the worst experience I have ever had purchasing something for my home.

I purchased four appliances with Appliance Connection including a Maytag dishwasher. When I registered -with the serial number of the appliance - the dishwasher, I learned that the dishwasher was already registered to another customer. Another customer -- PREVIOUSLY OWNED!
APPLIANCE CONNENCTIONS DELIVERED TO ME AS NEW -- A PREVIOUSLY OWNED APPLIANCE!

When I learned from Maytag the situation, I immediately called into Appliance Connection to report the issue and spoke with *. She said she would investigate and get back with me. It's been four business days and I have heard nothing from *.

Two days after my report, I received an email from * at Appliance Connection. Unsolicited, she sent a copy of my order. I replied to Lequese and explained the situation. I told her I was working with * to resolve the matter.

Today, four business days after my report, I called in to speak with * and was told she was on a call and she would return the call immediately. It's been several hours and nothing.

I am completing a report to Better Business Bureau and consulting an attorney.

When I selected Appliance Connections over Lowes and Home Depot, I was hesitant because I was not sure of how reputable Appliance Connections is. Now I know --- selling "open box" as new and no service to answer for it. TERRIBLE!

*Personal information redacted by admin

On Aug 26,2021 I had my brand new washer and dryer delivered. After setting them up, they couldn't get the washer to stay on. After 20 seconds it would flip off. They said it was the electrical (GFCI) and I needed to call in an electrician to have it looked at. Had an electrician in. He made changes and upgrades, however, the issue was not resolved. It is the washing machine. I called Appliance Connections (Brooklyn) over 15 times trying to get a technician out. They continue to tell me that they are waiting for the manufacturer to get back to them. That there is nothing they can do until they get a callback. They said once they do receive the call then, and only then can they send out a technician. They said it would take some time to find one due to a contract they require them to sign. Here it is 9/9 and still a big fat nothing. I called Appliance Connections again and was greeted by a customer service person with a very bad attitude. Basically, this is a ME problem. Nothing they can do to move it along. I suggested that I call the manufacturer and she chuckled and told me, "good luck, but hay more power to you if you get someone." she then proceeded to say that they've sent me emails with updates, and when I told her No, NO they didn't she basically said I was lying. So now, not only do I NOT have a washing machine and a way to do laundry, but I have a company that does not want to help me. So, I called the manufacturer! And within 15 minutes not only was my issue solved, but I had the most pleasant conversation. Oh, and thier comments about Appliance Connections and their dealing with them was not in any way favorable. So, long story short... DO NOT buy from Appliance Connections. There are to many other ways to find great products at great prices. I will never make the same mistake.

Their communication is completely non-existent and when you finally do get in touch with them they are surly, rude and unhelpful. We ordered a washer from them, it doesn't arrive on the day it is supposed to... the same day I took off work so I could meet the truck. I have to call THEM to find out it was damaged in transit and needed to ship a replacement (why wouldn't they just tell me this!?). Over the next several weeks of trying to get it delivered they jerked us around every way you can possibly imagine. We'd schedule a date for delivery, they wouldn't show up, we'd call to try and get a new time set, they'd say they were going to get it to us on this day at that time so we'd shift around our schedule and plans to accommodate that... then out of the blue they'd change that and either a)not contact us at all so we'd be waiting around for nothing or b)we'd get this idiotic robo-call on some random other morning saying they were coming that evening (no clearing that with us or advance communication, they'd just change the date and you'd get a robo-call in the morning... too bad if you made plans for your Friday night!) The most infuriating part of it is that the robocall thing says, press 1 to confirm, press 2 to speak with a rep... so I pressed 2 and I get a voicemail "sorry our office is closed blah blah blah". What a disaster of a customer experience.

After weeks of this we told them to keep the washer since they could not follow thru on their delivery. They were given notice that if they did not credit the card the amount we paid that we would pursue fraud charges against them. Now it's over 2 weeks later and they still haven't refunded us so we've filed a fraud claim against them.

USELESS COMPANY!

Appliances Connection has quality appliances and their pricing is pretty good, but those are just about the only positive things to say. Their customer service is abysmal; their policies, terms and conditions are draconian and one-sided (their side, of course), and they really couldn't care less if you are an unhappy customer. In fact, they will go out of their way to antagonize and taunt you if you are victimized by their misrepresentations and outright lies.
My advice would be to avoid this company if at all possible. However, If you insist on doing business with such a shady organization, do NOT believe their alleged "ship" dates, in-stock designations, or availability statements. They are simply fraudulent. Appliances are difficult to obtain at the present time and Appliances Connection knows that, so they lie about their stock in order to get your order (and your money). Then they will keep pushing their ship dates by 3-5 days at a time for weeks or months. Example: we ordered a refrigerator in mid August. Appliances Connection showed the refrigerator as "Available" with a ship date of the first week of September. Then it was the second week, then the third, etc. Eventually, a Customer Service rep admitted that the refrigerator wasn't in stock and would not be available until November 28. When we pointed out that the Appliances Connection website that very day showed a ship date for the refrigerator of October 4, the rep had no answer. This was not an isolated incident. We had similar issues with Appliances Connection with respect to a dishwasher and a washing machine. We ended up canceling all three appliance orders and scrambled to find other appliances for our new house (as an aside, both Abt and Plesser's are straight up about what they have in stock and what they don't… they are both quality businesses that put Appliances Connection to shame… those kinds of retailers should get your business, not the thieves at Appliances Connection).
I really don't know how Appliances Connection gets away with what they are doing. If the NY AG's office cared about consumer fraud half as much as they do about politicizing their office, Appliances Connection would have been shut down a long time ago.

First, my girlfriend and I were really excited to order from this company. Really good deals and seemingly good reviews. However, this has been the most difficult experience of online shopping I have ever had. Unfortunately it isn't them who delivers the product it is a different shipping company, which has many nightmare reviews on their page.

Our estimated delivery time was May 26-June 7th, the delivery company didn't even call us until 4pm June 8th. They called 13 times in less than an hour, with less than 24 hour notice of when they were coming. When we called back, an hour after their initial call, they had already canceled our delivery service for the next day. Despite saying we would have 24 hour notice, we did not get that, nor time to respond. When we tried to schedule a time for next week, they refused and said we would have to wait till they called and said it was on the way. This does not work for people who have jobs and need to give notice to work.

Next when we called requesting a refund with the company, as the delivery service won't work with us to request time off, they said we have to pay $400, despite never even receiving a call until after the estimated delivery period. If we were canceling still within the window, fine, I get it, it's policy. But if you don't hold up your end of our contract, that should void our contract.

Overall would highly recommend avoiding this company since they can't guarantee that the time period your ordered your product will be accurate and you will be penalized for that fact.

It seems we may have gotten unlucky with how things unfolded since other people had good experience, but if they were willing to refund and make things right, I would consider trying them again. For now I will have to contest the charge with my bank.

I was ordered chairs from them, during the COVID-19 it takes one and half month for the delivery, it still ok, late I found the chairs quality wasn't that good, some parts has dirty thing on it and can't be removed, so I called wants to return it, the phone always goes to callback system, so I email them, they reply after 3-4 days after, they said can't return without the box (who will keep the box after they opened), so we been emailing with them for more than one month, finally I called them and spoke with the manager, the manager kick the problem to the manufacturer say they don't accept, tell me I have call the manufacturer by my self, that was so ridiculous, I bought the chairs from them, now there has problems about the return they tell me called manufacture by myself, so why I have to shop through them, they don't take any responsibility, they just take the money and order from manufacture, late have problems they don't care, the kick the problem to the manufacture, the customer have fix the problem with manufacture by themselves, if can give 0 star I'll give them 0 star, don't buy anything form them!

I need to update this review because i am really puzzled about this site and how this company still has an almost perfect 5 STARS when there are more bad reviews than good? How does this site make this calculation? If you scroll and read all of the complaints and 1 star review all the way to the 15th page, they are overwhelming horrible for this company. Yet, the almost 5 star rating makes them look like a great company. How does that work? Something is super fishy about all of this. What is even more fishy are the reviews they have posted on their own website. They are all PERFECT! I wrote one a super negative review for them on their own website a week ago and have yet to see it posted. Can you say SCAM?

If you are stupid enough to order anything high end with this company, you are screwed like i am! They are quick to take your credit card/money but don't hold your breath if you think you will get your item at all. As soon as they hear you have a problem, they put you on hold forever or tell you they will call you back. If you do get someone on the phone, do not expect them to know where your product is or when or if it will arrive. I was unlucky enough to get this guy named Calvin. After i dared to question about my way overdue order, this guy managed to pivot and made himself the victim because i was "argumentative" and "unable to make happy". Naturally, i fought back with actual facts and reminded him that i am the one without a range that i paid $4K. He started to stammer, retreated and said he will get it delivered asap. I asked him HOW and WHEN? Magically, he said it will arrive immediately. These guys just make it up as they go along and only work on the orders when customers start screaming for it. I wished i had seen these horrible reviews before i ordered. If you are reading my review, just know that it was much worse than what i have already written. There is simply not enough space or time for me to go into greater details. DO NOT ORDER FROM APPLIANCE CONNECTION UNLESS YOU ARE A MASOCHIST.

I purchased a downdraft from this company. The item came in as scheduled and packaged very well. No problems. However, I did not have enough space in my kitchen cabinets for it. I made the decision to return the item. I went through the process of getting an RMA # from the company. You answer questions, take pictures and then once I got the authorization, I mailed the item back at my expense. The company m3entions all these reasons as to why you won't get a full refund. I did everything they asked and they got the item back and authorized a full refund. They explained that it would take 7-10 business days to ge the money back. On day 10, I received some of the money, minus $148. I immediately called the company up and they explained they had made a mistake and would send me the additional money back. Which would take another 7-10 business days. On day 12, no money so I called them. They said they needed another 48 hours. 3 days later no money. I called again, and they said the manager was out and they could not authorize a refund until the next day. I told them I was going to file a claim with my credit card company and suddenly customer service found a manager. Who said they needed 24 hours. 3 days later, now a total of about 28 days and I still don't have my money back. So, I am filing a fraud charge with my credit card company now. This company had no problem charging my card within 1 day, but they can't seem to refund my money, even though their email states that i was getting a full refund. You might want to think again before using this company, should you need to return something. Customer service here sucks.

DO NOT DEAL WITH APPLIANCES CONNECTION. This was absolutely one of the worst companies I've ever dealt with. I ordered a washer/dryer from them in December. It took a couple of weeks for delivery, which was anticipated, but shipping occurred through a third-party freight company that was completely unwilling and/or unable to schedule a delivery more than a day ahead of time. When they finally agreed to schedule a time, after calling me on the morning they'd be able to deliver, they showed up two hours late.

Upon delivery, the carrier must have scratched up the sides of both units when they brought them in, completely unprotected with plastic or moving blankets, etc, because the sides of both units were all scratched up.

When I told AppliancesConnection about the scratches, they accused me of scratching the units and said I had no way to prove that their carriers had scratched the units. The "customer service" rep I spoke to on the phone was literally shouting at me, raising his voice and verbally abusing me for five minutes until I hung up the phone. He tried to call me back another TEN times, I would suppose to continue verbally abusing me, but I refused to speak with anyone at their company after I was verbally attacked by their customer service representative.

They were completely unwilling to take responsibility for the damage, and any solutions they offered me involved me paying more money to ship the units back or something similarly absurd.

I continued to go back and forth with another customer service representative through their web claims interface for another SIX MONTHS, but no satisfactory resolution was ever reached. I will never deal with this company again and strongly recommend that you don't either.

Got a great price on a garbage disposal. Item arrived damaged, clearly was an opened item that was not repackaged properly and sold as if it was new. I actually think that's illegal.

I placed an order on Feb 2nd, It arrived clearly damaged (and a week late) and I filed a claim to return it. They asked for photos, I sent them photos at least 4 times and they kept asking for photos. It got to the point where I filed a dispute with my credit card company because it had been months trying to get a refund and they were doing nothing to resolve my issue except send me weekly automated emails that they "have not forgotten me". They eventually agreed to give me a refund once I close the dispute with my CC company. The dispute has now been closed for abour a month and I still don't' have a refund,. I finally look into it and found the ticked was closed and they would have done NOTHING else, including refunding my purchase. They now tell me it will take 6 more weeks to issue the refund. Are you kidding me, 6 weeks to issue a refund?!? Most stores do it on the spot.

It's now July 20th and I still don't have this resolved, it looks like it's going to be at least another month. I honestly think they are trying to wear me out so I will just give up and they will never refund me.

This has been the worse customer experience I have had in as long as I can remember, and I'm in my 40's!.

If you have everything go perfectly, it's a decent deal, but if not, it will suck up hours of your time trying to rectify the problem. To me, my time is more valuable and I'd rather pay the extra $10 and go with a more reputable company.

I ordered a set of coin operated washer and dryers. The original cost out the door was around $2400. I placed the order on Sep 5 2020. I checked on the order weekly. I sent in a Ticket as to the status on Sep 11 and received a confirmation that it will arrive next week. I never received any tracking number. On 9/18 I did another ticket. They respond on 9/24 and said it would be shipping out within 24-48 hours, which it didn't. I called in and they said they couldn't process the order due to the vendor changing the price and would have to increase the amount over $1000. Never did they offer to honor the original price which is false advertising. I asked why they told me it had shipped when in fact it hadn't. They stated the person who told me that was no longer with their company. After a month and a half the order finally shipped on 10/13. It arrived 10/19 with a 10 min advanced notice of delivery. I was at work and wasn't able to get to the house before the company dropped it off. That's not the end of this unfortunately. I opened the box and found no coin slide and coin box on either. I looked online and it doesn't say anything on the main description as to these items being separate. So I again had to order these from the same company. I would have ordered from another company, however they removed all identification information off of the coin slide and box to force you to order from them and not any other company. Here I am again. I ordered them on 11/13 and they said they shipped on 11/16. I have a tracking number and its says shipped but no eta. I called on 12/2 they said something was wrong and would have to call their warehouse to find out what's going on and would call me later that week. No call of course. I called again today spoke with a gentlemen named Tre. He said he would find out what happened and call me back within 48 hrs, so will see. AVOID THIS COMPANY!

I do not know how they mange to get even a star. I bought a leather sofa, loveseat and recliner set from them for over $2500 in July 2019. The entire set started changing color and peeling off within 8 months. So, i contacted them to get the issue addressed. The first, agent told me the items are still within the one year manufacturer's warranty and should be sent to them for an exchange. Then, when i called to get the address the next time so i could ship them at my own cost, i was told by this agent name * that I will not be able to ship anything until they get pictures of the damages and make a decision. I emailed them so many pictures from the email he sent to me but never heard again. I have been emailing them to no avail. When I reported the matter to BBB, the responded after two months. With BBB, they will respond to my inquiries after months. They told BBB that they didn't receive any emails from concerning the matter and pictures they requested. I provided the emails to BBB but that didn't still provide the address to ship the items for exchange. They told BBB that they email the address, which was a not true also. I provided BBB a copy of my entire emails to show they were wrong. As I write, I have been battling with them now for 4 months on exchanging my entire set and the issue has not been resolved. They have refused to provide the return and exchange for all my items that are having issues. BEWARE OF THIS BUSINESS. PLEASE RUN WHEN YOU HEAR OR SEE APPLIANCES CONNECTION ANYWHERE.

*Personal information redacted by admin

We bought a fridge, paying extra for shipping and install. The Fisher&Paykel fridge from New Zealand is EXCELLENT, and App.Con. Was the only place we could find it. When it arrived, shippers said they were not allowed to install or bring inside. Contacted App.Con, L. Said "oh, one of the few zip codes we can't..." Well, why do they not have a list of those zips? After MUCH hassle and time on the phone, they refunded shipping and install and offered a 10 year warranty.and gave us $25. For inconvenience. $25.? It cost us $160. To have local people install it. Bait and switch; we may well not have bought had we known the added cost. Insult to injury, Appl.Con. Said "that's all we can do." That line is standard for customer nonservice meaning "that's all we want to do for you." I will not bore anyone with the number of emails and photos of different numbers they asked for to set up the warranty, which we finalized today, working on this issue consistently for over a month.
At the same time (covid killed our appliances) we bought a freezer from them. It arrived dented. We immediately called V. at App.Con. "Send pictures. We will work with you. We can refund you 5-20%." We asked for immediate email confirmation of what she said, she said, "I'll email you now." She never did. We kept asking for help; with each request we waited several days and got emails: "You are now in our queue for responding. You should hear from us in 48-72 hours." So we stopped sending requests and finally got a series of "we have closed your other case numbers to decrease confusion at our end." They never gave us the case numbers they were closing so we couldn't keep track. Finally they offered15% off and a 10 yr warranty. In the midst of the 10 year warranty set up for the fridge--see above--we asked for 20% off. "I'll check with my manager." Finally we got that. I will NEVER work with app. Con. Again. They immediately are there for you when asking questions about products and helping you purchase. Then they disappear, promise things that never happen, give the wrong info which cost us, are a pain in the butt.