Complaint Review: Appliance Connection - Internet

Run away from the idea of doing business with these people. You will regret it.

My adventure with Appliance Connection started in the middle of September 2015 when my dishwasher finally died. I searched for a replacement, found a model that I liked and started looking for someone to purchase from. The prices I found were all over the place. The lowest price I found was with Appliance Connection. Lowest Price obviously doesn't mean anything about customer service, speed of delivery, or the ability to properly communicate with a customer via email.

I made a purchase via their website using Paypal as my payment method. I received an order confirmation 09/22/2015. Paypal registered a transaction that was pending on the same date.

Days later I received an email stating that their was a problem with my order and needed to contact appliance connection. So I contacted customer service and had the pleasure of learning that their website doesn't process Paypal and that they will need to send me a new invoice which I need to pay. If your website doesn't process Paypal then why does it list it as an option? This made me extremely uncomfortable as I had looked at my Paypal and saw the pending transaction for the full purchase amount. I didn't want to pay Appliance Connection twice for a single order so I ended up having to contact Paypal to cancel the pending order before I paid the invoice. So I paid the invoice.

Three weeks, yes you read that correctly, three weeks after I made the purchase, during which I received no information or communication from Appliance Connection, I finally received an email notifying me that my item was ready for shipping. I don't own a warehouse but it shouldn't take three weeks to locate an item, package it, and put it on a truck. If the item wasn't in stock, or was back ordered from the manufacturer (which it ultimately was according to customer service after the fact) I would have expected at least an email stating as such. I received nothing from them. No notification that it might take longer because the manufacturer had a back order. The shipping email specifically stated that the shipping company would contact me to schedule a delivery date.

A couple days later I receive an email notification of my delivery date. I hadn't been contacted to schedule anything. As I wasn't going to be available that day I contacted the jokers at the shipping company. Oh by the way, the shipping company and Appliance Connection are out of the same address in Brooklyn. That should have been a clue. The shipping company then tried to insist I pay a $75 rescheduling fee. That obviously didn't happen and I contacted Appliance Connection directly to let them deal with the shipping people. They were able to "confirm" that delivery would take place the following day. The next day comes and surprise surprise no appliance was delivered, the shipping company had two trucks break down. Ok, things happen, I let it go, that was my next mistake.

I was told that it would be delivered the following week. Wrong. On the negotiated delivery date, that's right I had be negotiate to get a delivery date that worked for me, at 1:13 in the afternoon I received an email that my item was going to be delivered because their truck had broken down just outside the warehouse. I live approximately four hours from the warehouse and my scheduled delivery window was 1-5pm. So I was a little confused how I the truck would break down after noon on my delivery date just outside the warehouse when I live four hours away. I immediately called Appliance Connection and talked to one of their customer service (I use that term loosely) reps. She wasn't helpful in locating my item or getting my item delivered so I asked to speak to her supervisor. I sat listening to a ringtone for 16 minutes during which time I had to call them from another line in order to get someone to pick up the phone. After talking to someone on line two and telling them to get their supervisor on the line one I got to speak to the "head of the department." At the time of this phone call it had been exactly a month from my purchase date. The guy gets on the line and I make the simple request that someone get in a truck and deliver my item today or the next day. That is apparently impossible because the warehouse is too far away from my house (4 hours). I then spend another hour on the phone with him trying to get the item delivered that day or the next but to no avail. Of course I outline to him that during that time he is waffling around trying to tell me that no one can deliver the item that quickly that the truck with my appliance could be an hour closer to me. Ultimately he was unwilling to use any other shipping company than A & M Trucking. Not UPS or FEDEX. Order cancelled, paypal contacted, but received no cancellation email. But I did get a shipping update for my item after I cancelled.