Complaint Review: Appliances Connection - Nationwide

On September 10, 2014 I ordered a refrigerator. I was contacted several weeks later by Appliances Connection to tell me it was discontinued but another model was available. I was contacted early November by the delivery company and did not hear back for over a week. I finally called AC to find out what was going on. I was told the refrigerator was missing/stolen. A new one was ordered. I was told I would have the refrigerator in 7 to 10 business days. On 11/20 I received an email re. my delivery. I was not contacted by the delivery company until the week of December 14 regarding delivery by JB Hunt. Delivery was originally scheduled for that week, however, I received a call to tell me that the truck was full and they could not deliver.

Delivery was rescheduled for 12/22. I did not receive a call the night before or morning of with a delivery window. I called again and was told between 10 - 2 p.m. At approximately 1 p.m. I received a call from delivery dispatch telling me the drivers were substantially delayed and it would be a few hours later. About thirty minutes after that call, the driver called and told me they were on their way. I started to explain that I needed a specific time ETA as my contractor was on stand by to accept delivery. The driver interrupted me and said "Hon, if you have an issue you need to call customer service." I told him my name was not "hon" After a long pause, he asked me for directions to the house. I was surprised by this. He also confirmed with me it was White Glove delivery per Appliances Connection and that they were to remove the old refrigerator and place the new one in the same area. He never mentioned not being equipped to do this.

He then called again and told me that there was no house number on my order and I told him it was house #210. He mentioned something about construction and having to coordinate with maintenance on the property. I told him he was delivering an appliance and to just get it done, that the maintenance conversation was irrelevant. The delivery guy dropped the appliance in the downstairs hallway blocking the main bathroom entrance to the house.  I found out after the fact that the driver said they were not equipped to move and replace the appliances, and that I would be contacted to schedule another time. This was on 12/22 and I never heard from anyone. I called Appliances Connection on 12/29 to find out what was going on and they asked me to complete a form. 

For my troubles, Appliances Connection offered a $20 credit and shopping points; quite insulting.  When I pushed them, the said they would refund $104 dollars for White Glove delivery although I had to pay over $200 to a local handyman to finish the job.  This was all they offered after waiting over three months for a refrigerator, substantial delays and having to deal with their third party delivery group, JB Hunt. At this point, I am disgusted by both Appliances Connection and JB Hunt and will not do business with them again.  This has reached the point of being egregious with regard to customer service and I have lost on average, $1,000 dollars a week in rental income due to these delays.  This is the worst customer service experience I have ever had.