rose k.

BELOW YOU WILL READ MY EXPERIENCE, THIS WAS NOVEMBER FOR AN ITEMS PURCHASED IN JULY, NOW IT IS JANUARY AND STILL NOT RESOLVED.

I want to tell you of my experience with AJ and make a formal complaint as a result.

First, I have had good experience in the past with AJ which is why I was a return customer.
I made my order in July. Having researched your site I chose the appliances I thought best suited me and my needs however I had some questions about delivery and installation so I wrote to customer service that evening.
I received a call back from Jon the next morning while I was in transit at a cafe without my computer or notes and thought it best that I wait to call back when I got home. Jon convinced me that we could go over it on the phone and find the things I needed again (I had some good memory of the items but did not remember any model #'s and since I wanted only white appliances, there were little to choose from). We took some time and went thru it, finding out I had to switch the fridge because of availability and that there was only one of the stoves I wanted left in the warehouse so he thought it important that I place the order at that time. Which I did.
I ordered 5 year warranties on all
I ordered installation on the stove and dishwasher.

My home was under construction and the contractor was there when the pieces arrived.
They delivered and installed a Stainless stove. The stove did not work after installation and the installer said it was because there was no gas service, which there was.

They refused to install the dishwasher saying the flex tubes on the previous model (both the old and new ones were Bosch) were different and he couldn't install.
My contractor installed the dishwasher as the previous one was installed. They were nearly identical.

I believe I was charged for both installations.

Then the ensuing months of emails and calls trying to get the proper stove. In the meantime Eastern Marketing had to come and see why the stove was not working.
They found it was not properly installed and fixed that problem.
Still I had one stainless appliance and a dishwasher that would not work. I went thru weeks of back and forth on whose fault it was that I received a stainless appliance. Until I was told that AJ would listen to the taped conversation to see who was in error. At this time Jon, stopped responding and only Karen was in contact with me.
In desperation, because I had tenants moving in... I called Bosch to come and look at the Dishwasher. The service guy charged me almost $300 because there was no way to know how "the hose was damaged". Whether it was your installer that refused to install, or my contractor.
All of this going on while I spent days sending email and calling with little response. I have scores of emails I can send you. Karen was moved to another department and it took weeks again to get anyone to respond.

Now I have a date of 11/29 that EM is going to put the white panels on the stove. The stove was delivered in July.

I have several properties and am ready to purchase new appliances for one of them. Based on this treatment (and all I have recently read online) I am likely going to go elsewhere and add my experience to the myriad of poor reviews your company has had recently.

Please let me know you have any authority to do something about this.