My father and I used this company for one of our investment properties a little over a year ago and were very pleased with the service and product we received aside from a little bit of damage to the dishwasher that did not show, so we decided to go with them again for a new apartment we are building for me. I am very unhappy and frustrated (to say the least) with this experience.
It took a month to get the appliances, which was okay at the time as the building was not finished yet. However, they said delivery would be 1-3 weeks and we ordered on July 22nd and received them on August 23rd. We inspected the appliances by cutting off the sides of the boxes and checking for damage. The men who delivered them were behind schedule and were rushing us to finish, but I inspected every side for scratches and dents by cutting the cardboard off the sides with a box cutter. Everything seemed okay at the time, and we signed the delivery papers and the men left.
As we were moving the appliances into the garage, we picked up the oven and noticed the leg was completely bent. (Not noticeable upon first inspection. We set it down and upon further inspection, noticed that the hinge was also bent and the oven does not close at the bottom. This damage was not noticeable until it was picked up off the ground and looked at from the bottom.
I sent two emails to US Appliance (with photos), asking for a resolution to the problem, and both of them were completely ignored. I called and spoke to a woman in customer service who was very rude and they are unwilling to do anything for us. She kept saying that we "failed to adhere to their 24 hour damage policy." I can't report damage I don't know is there. This damage is more than cosmetic and can not be seen until you physically pick up the oven and look underneath. I expected them to be a little more helpful than they were. She told me to call Frigidaire.
I called Frigidaire and they arranged to send one of their authorized technicians to come out and look at the stove. I was told that fixing it may not be covered and I would have to pay out of pocket to fix the stove so it could be used. ( a brand new range, still with it's protective covering.) The technician came out and after looking at the range, told me it was not able to be repaired. He said that because the box was not damaged, this is most likely something that happened in the warehouse and that it was completely structurally damaged and could not be used. It had most likely fallen off a stack in the warehouse. He said it has what is called "concealed damage." He reported it to Frigidaire, who then says that they will NOT be replacing it, to contact the company I bought it from. I called US Appliance again and explained the situation, and they basically told me I am SOL, and they will NOT be replacing it because I do not have the original box it came it. (The one we were told to rip off to inspect the appliances.
I am now without a range oven (even though I paid for one) and having to deal with the credit card company to dispute the charges and possibly have to take it to small claims court.
This company is doing nothing but scamming their customers. They take your money and don't care about what happens after that. Go anywhere but here. I wish I had checked out their Yelp reviews before buying. Many people have the exact same story as I do. I would never have done business with them if I had. Run.
Update: After a lot of headache, I received a refund. It took almost 2 months to get it, so I have been without a stove for that long because I cannot afford a new one until I get my money. Their shipping company no called and no showed the first week they were supposed to get it. After a ton of phone calls and hand-holding they finally came and got the stove last week. Two days later they sent me a refund which still has not yet hit my credit card.
I appreciate that they finally gave me a refund, but it is too little too late for me. I do not like how I was treated and what an inconvenience this entire process was. I will never purchase anything from them again and would never recommend them.
Awful awful awful
BUYER BEWARE!
They seem to be taking orders and not be able to process them. I have been extremely dissatified with these guys. They seem to have lied repeatedly to me. You may or may not get your order and have to cancel after waiting a couple of weeks for your order.
So I placed my order over the phone on 2/14 and was told that I would get an email confirmation later that day or the next day. I even started a 'LIVE AGAIN' thread here on SlickDeals for the TV.
I followed up the next day (2/15) and was told the order had processed and the email would be going 'now'. No email came AND my card was charged.
Followed up the next day (2/16), again I was told that the order is processed and the email is going out 'now'. No email. Waited a couple of hours. Called again in the afternoon. Now I was told (and here it gets ridiculous) that the email might not even have gone into my spam folder but have been blocked completely by gmail and was asked for another email address. News for you USAppliance - if email service providers are blocking your emails that they don't even go into spam folders then you have a problem. A big problem. A big problem trying to do business over the internet.
Anyways so now they had another email address for me. Still no email.
USAppliance is telling me that the order has 'processed', they have charged my card but they will not send me a confirmation email or give me a confirmation number despite having my money. Everytime I call to ask them they lie by telling me it's going out 'now' and putting me off. And make excuses like gmail blocks us so it doesn't even get to the spam folder. COME ON!
I send a message to the USAppliance person monitoring threads on Slickdeals. This is what he tells me:
"We are short a few TVs and are transferring units from local B&M warehouses to fill the last dozen or so orders we are short.
There is also a shipment on the way from Panasonic.
Your order is only 2 business days since processed so even if it takes 3 more business days to ship out, you should have it around our 7 - 10 business day timeframe.
I apologize for the miscommunication."
STILL no email or confirmation number!
Anyways 2/17 - I cancel my order and dispute the charge with my credit card provider. I place an order for the same TV with Amazon. It's scheduled to be delivered Feb 22 and has already shipped out. Woohoo!
No more shady merchants like USAppliance. I'll pay a couple of bucks more and stick with the good guys.
It's a TRAP!
Poor customer service