Lisa B.

Zero stars should be an option for this business. Do not order anything from them and I'll tell you why. In August of 2018, I was finally ready to use a sizeable chunk of savings to create my dream kitchen. So, I placed an order on August 22nd with Appliances Connection via Alex S. It was a $8743 order, the most money I've ever spent on appliances. I ordered a Viking Range, a Samsung Refrigerator, a panel ready Viking Dishwasher and a Viking Range Hood. I carefully researched this appliance package with multiple appliance companies. The promotion that Appliances Connection was running at the time was no sales tax plus a rebate per Viking which included a "free" dishwasher. Since all appliances were white, I ordered a white panel for the dishwasher as well for an additional $350.

Not a single thing has gone right since the order was taken. First appliances to arrive were the range, the refrigerator and the dishwasher. All of them arrived severely damaged. My instinct was to refuse delivery on all of them. I called the customer support and was routed to Calvin Bittman the Customer Service Manager. CMr. Bittman begged me to accept delivery on the range and the refrigerator since they were somewhat operational. He assured me that all would be corrected quickly. Mr. Bittman also assured me that if I wasn't satisfied with the resolution that he would take the whole package back. The dishwasher was so badly damaged that I had to refuse delivery completely. Calvin assured me that a new dishwasher would be ordered and all would be corrected with the order soon.

Weeks later a replacement dishwasher was sent and the range hood arrived with it. The 2nd dishwasher was damaged as well and also inoperable. The delivery and installation team said they could not install the range hood because the order did not include a "self circulation kit." When I placed the order with Alex S. I told him there was no ducting to vent and he assured me that this unit could operate without ducting. He did not tell me that it needed a "self circulation kit" or that the unit needed an electrician on hand for install since it is a "hot wire" (no plug). I refused delivery of the range hood also because I have no place to store the giant box. Of note, I paid for installation for the range hood, but it still looks as if I'll need separate installation because of the "hot wire" installation. I called the call center and could not in touch with Calvin at the time and I was fed up that I contacted the CEO's office. The CEO's assistant quickly tracked down Calvin to assist, again. I explained all to Calvin and he assured me that all would be corrected and to "hang in there." On November 5th, over email I asked Calvin about a full return, he said I was still within the window for a full return. I asked him a follow up question about any fees or penalties if I asked for a full return and refund, he never answered that question.

I took another day of work off to receive the dishwasher for the 3rd time, the 2nd replacement. Immediately upon removing the packaging, the delivery and installation team pointed out the damage, AGAIN. So, for the 3rd time now, I refused delivery of another badly damaged appliance from Appliances Connection. I am DONE. I wanted a FULL REFUND for the appliances, the delivery and installation charges. EVERYTHING. I've never had a consumer experience like this. These are high-end appliances. The most I've ever spent and the experience has been awful. Plus, I've wasted untold and uncompensated time on the phone, over email and taken days off work, losing income, and I couldn't do it anymore. So I called Appliances Connection and received a call back from John T. Who berated me over the phone for my complaints. I assume he called to try and make it better but he was belligerent and abusive. He complained to me how much money the company was spending to replace damaged items. He then proceeded to tell me that I was at fault for accepting delivery of damaged goods. I'm completely at a loss for how this company operates its business.

In mid-December I received a call from Calvin asking me what was going on because I filed a dispute with my credit card company. As I had a house full of people for a holiday party, I could not speak at the time. He told me to call back the following week to speak to Alex S., which I did but no one ever got back to me. I've also filed a claim with the Better Business Bureau also. Now Appliances Connection is telling American Express that the dishwasher included in the original package is a promotion that is no longer available and that model dishwasher is also unavailable and it cannot a. Refund the fair market value of the dishwasher ($1518. 00) or refund the white panel that I paid extra for ($350) b. That the package that I ordered back in August of 2018 is no longer eligible for the promotion.

It is now February of 2019 and I am still fighting this company to make things right.