AJ Madison

Review: We ordered a brand new washing machine. It was delivered to us and dropped on the way in. There was a minor dent that we were ok with having replaced. When we installed the machine, it was broken. I communicated this many times with AJ Madison (the business who sold us the machine) and they continue to tell us that they will not replace the broken machine because it has already been installed. If it was not installed, we wouldn't have known it was broken! We ordered a new washing machine so that things would be easier. I am at the end of my pregnancy and dealing with repair men coming in and out and not being able to determine exactly what the problem is. AJ Madison said it is [redacted]s responsibility and [redacted] tells us it is AJ Madison's responsibility. We ordered a NEW washing machine from AJ Madison, so our expectations are that AJ MADISON delivers us the new product for which we have already paid.Desired Settlement: AJ Madison deliver a new, working washing machine that we ordered and take the broken one back.

Business

Response:

Our customer service team sent you the below listed email and await your response so they can move forward. They look forward to hearing from you. Have a pleasant day. Thank you for your email. We did escalate your case to the manufacture and explained that issues you have been having. They have issued a return authorization for your washer. Please let us know if you would like a refund or a replacement of the unit. Once you let us know how you would like to proceed and we will forward the pick up request to the trucking company. We look forward to hearing from you Thank you, [redacted]

Review: 've had some bad customer service in my day, but nothing like what I've received from AJ Madison. I placed the order on 1/**. All the items were in stock and quick ship, which according to their own site, ships within 2 business days.

This wasn't the case. I received an email on 1/**, stating the items had shipped, and was provided a link with tracking information. As of 1/** the tracking information was still not showing it had been picked up. I called. The representative [redacted] trying to find a paper trail. After 20 minutes on hold, she told me it was picked up 1/**. A full 7 days after the order had been placed.

Fast forward one week. I check the tracking again, and it still hasn't shown that its been picked up. I call again. They don't have any information. They will call me back...supposedly. When reading over these reviews, seems to be an all too common occurrence, that they stay they will call back, but never do. Later that day, I check the tracking again. This time, it finally shows it was picked up 1/** at 11:50am. 2 weeks after it the order was placed...A far cry from the "ships in 2 business days" They give me a schedule delivery date of 2/*. 11 days away. And more than 3 weeks from when I originally place the order. Fine...I begrudingly accept this date.

Now, its only going from NY to Vermont. We border the state. It doesn't take that long to get here from there. on 2/*, the final destination delivery company calls, and it has arrived at their terminal. Now, one would think they would be apprised of what shipments are coming their way, and they would plan ahead for them.

2/* the delivery company calls me to "schedule" a delivery. Hadn't I already done that 10 days ago. I had, or so I thought. They tell me they can come on 2/**, a week after I've already scheduled the delivery, and more than a month after I've placed the order for a "quick ship" item.

The delivery company is in NH, for some odd reason, they skipped over an entire state to get it to me. They have to backtrack. Now, again, they should have known this shipment was on the way, and that it was scheduled for 2/* and made plans in their calendar. I mean, it has been quite some time. There was a snowstorm on Wednesday. Ok, that leaves 2 full days to clear snow..I mean, this in New England, we know how to clear it away. And you've been expecting this delivery, so 48 hours after a snowstorm isn't an excuse. Not too mention, if this order has shipped within 2 days as promised, Then the storm wouldn't be an issue, because it didn't snow in the time frame it should have been received.

It is unacceptable to me that it takes over a month for 4 appliances to ship from NY to VT, a mere 4 hours away, especially when they should have shipped within 2 days. I tell them I no longer want the order, and I am told there is a restocking fee because I am going to refuse delivery. I find it unacceptable as they have not upheld their end of the shipment details. Again, the snow should play no part in this, because if it was shipped when it was supposed to, it would not have been an issue. Their customer service is severely lacking, and they have no desires to stand behind their own shipment timeframes.

I will be disputing the charge with my credit card bank, and I have the phone recordings of conversations with customer service, as well as emails and tracking information showing the complete disregard for realizing they are in the wrong.Desired Settlement: The delivery will be refused, if it ever actually arrives. The transaction will also be disputed with the bank; emails, and tracking information will show my side of the story to be factual. The company can end their loss of credibility and avoid the hassle of a dispute by accepting the cancellation without a restocking fee.

Business

Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We do show the shipment was completed and accepted.

If you have any issues with you order please contact us at [email protected]

Have a pleasant day.

Review: AJ Madison come to our showroom to install an AC that we prepaid for, they came late and did not come with the correct tools to install the AC. Due to this they said they would need to come back with the correct tools. They were not able to come back until 3 days later (it was 90 degrees outside, we had no AC and cannot run a business without AC)

When they did come back and finished installing the new AC as they were leaving to told us the AC plug would not fit into our outlet and we would be unable to use our NEW AC unless we had an electrician come to install a new outlet.

We explained everything we had and needed to AJ Madison before we purchased our unit. We were never told any of these issues.

Now almost a week later we still have no AC. The customer service is impossible to work with, they just keep putting you on hold and you receive no answers. They tell you they will call you back and never do, they are not helpful at all and rude on top of that.Desired Settlement: We want a full refund

Business

Response:

Thank you for shopping at AJ Madison.

We have received your correspondence as submitted from you.

I sincerely apologize for any inconvenience this has caused you.

According to the notes your issue has been resolved.

If there are any other issues please let us know.

Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We ordered out appliances from AJ Madison. While ordering the salesman was prompt and personal making us feel comfortable and responsive immediately. They delivered my appliances over a month ago and the refrigerator was mis cut. I was told that they would order a new door and come out as soon as it arrives to install the door. The first door was sent and damaged, the second door was sent and was not a complete door rather just a panal which the technician could not install. I have now missed 3 days of work which I will not be paid for and they are refusing to take back the unit because I already accepted and signed for it. This is disgusting and should not be allowed. In addition the unit started leaking on our new floors because they never leveled it when they installed it.Desired Settlement: I would like the unit returned so that I can purchase a replacement from a Company that does not take over a month to resolve a customer service issue. If there are damages to my new floor I would like to be compensated.

Business

Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

We do show a replacement order was possessed on May [redacted] 2014 and will be delivered to you on May [redacted].

If you have any other issues with your order please contact us at

[redacted].

Have a pleasant day

Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I contacted AJ Madison to replace a Bosch Microwave HMV5051U that I ordered online. The oven was missing part on the back of the oven—a nut for mounting the unit to the wall. Instead of responding to my request to replace the unit AJ Madison instead redirected me to a Bosch representative. The Bosch representative sent me a PDF and asked that I identify the missing part from a schematic drawing. I sent an email to Bosch with the part number. Nothing happened. I contacted AJ Madison again demanding that they replace the unit. They said Bosch was sending the part and it would arrive today, Monday. Still no part. They also said they would send a service rep out tomorrow to install the non-existent part. I never received a time or a confirmation for the service reps arrival. I plan to call AJ Madison tomorrow once again, but am not holding my breath. I am frustrated and tired by what should have been a simple process.Desired Settlement: Pick-up the faulty Bosch Microwave and replace with a new unit.

Business

Response:

This is in reference to our mutual customer [redacted].

Please be advised that all pending issues have been resolved directly with the cusstomer.

The customer received the part they were missing and installed the appliance they purchased from us. Out of customer satisfaction and for all the inconvenience we offered the customer a $50.00 customer sastisfaction credit. The customer responded today to our E-mail accepting our offer. The customer was issued the refund today, 8/**/2013. Here is the email between the customer and AJ Madison and the customer confirming he's satisfied:

From: [redacted]

Sent: Tuesday, August**, 2013 11:14 AM

To: [redacted]

Subject: Order #[redacted]

Dear [redacted],

It was a pleasure speaking to your earlier.

I sincerely apologize for all the inconvenience you experienced with your order.

I am glad to hear the issue with the Bosch Over-the-range microwave was resolved.

You received the correct part you needed to be able to install the unit and it

is now working properly.

Out of customer satisfaction and for all the inconvenience we would like to offer

you a $50.00 refund back to your account for the delay in resolving this

matter.

Please respond to this email confirming you are accepting the discount.

Please accept my most sincere apologies.

Looking forward to hearing from you.

Relationships

Manager

_________________________________________________

On Thu, Aug **, 2013 at 1:04 PM, [redacted] <[redacted]>

wrote:

Hi [redacted],

I was just following up with you on my email I sent you

on August [redacted].

Please respond, so I can issue the refund.

Thank you,

____________________________________________________

From: [redacted] [mailto:[redacted]]

Sent: Thursday, August **, 2013 1:48 PM

To: [redacted]

Subject: Re: Order #[redacted],

Please refund the $50.00.

Thanks,

___________________________________________

Please let me know if you need any additional information.

Thank you,

AJ Madison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: 1. They ordered me the wrong size refrigerator door panel, wanting me to pay for the return shipping fee. I requested the correct size, but NO ANSWER!

2. They ordered me (2 sets) of freezer draw panel which I only needed (1 set) they refused to take back the other set.

3. The dish washer came damaged they said they would ordered a new door but we never received it.

3. The microwave came damaged with a dent on the side.

Customer service Joanna is NOT helpful

Business

Response:

The dishwasher door damage- delivered on 2/**/2015 and called in on 4/*/2015 in regards to a damage claim. The manufacture will not accept a unit in return once it has been installed or called in pass 30 business days.We do not know were the unit had been damaged over such a long time period. However, out of customer satisfaction we have ordered a replacement door for your unit. We do not have control of the manufactures production date. Please note once the door is available it will ship directly to you.The part is on backorder untilthe week of May [redacted] 2015.Freezer draw panel- Customer service has been trying to reach you to confirm you have the original packaging so we can send a return label. Once the customer confirms they still have the packing we can take this accessory back with no fees. 84" Height Stainless Steel Refrigerator Door Panel that was confirmed on the sales order- this accessory has been accepted back and the customer will be refunded the full price of $100.00 out of customer satisfaction.The customer did not mention any microwave damage at the time of the initial call in damage claim. The customer service rep has requested photos of the damaged microwave so we may further assist you. Thank you and have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This was NEVER resolved they have NOT gave me credit back to credit card and we still have (2) damaged item that have not been replaced, and they did not refund $308.75 for “shipping” return the wrong items they shipped to me.They are not on top of this issues and we have been going around since 4/*/2015.

Sincerely,

Consumer

Response:

Here are copies as per your request.

Business

Response:

Thank you for your information. We have attempted to refund your account for the below brake down but the order has being brought into pre- arbitration and there for sent over to our legal team. We did inform them of the money owed on your account. Customer is due for a refund for model's below: 990033100-$100.00 990032300-qty 1 209.00 plus shipping she spent $88.75. (sales reps mistake so shipping will be covered) total refund 397.75.As the account was requested to be brought to legal action this will be resolved through your credit card legal team and ours. Thank you for providing the tracking numbers so we can assist you in this matter and resolving this issue.Have a pleasant day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We would like AJ MADISON to refund us what is owe to us. these issues have been going on for 8 months. We will Never buy any items fro this company and also refer them to anyone. VERY POOR CUSTOMER SERVICE..

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your email. As you have chosen to charge back your account with your credit card and they have brought legal action on your account, we no longer have access to the order. Your legal team is working with AJ Mansion's legal team to come to a resolution. We are sorry we could not resolved this before this escalation. Have a pleasant day.

Review: We ordered a wine cooler (SWC1840ADA)from AJ Madison on 12/*/2014. Once delivered (1/**/2015) you were required to attach the door handle with the bolts provided. The supplied screws were not long enough. The instructions indicated to call the manufacture, with problems, which I did on 1/**/2005. The manufacture instructed me to go to [redacted] or a local hardware store to get longer bolts. I was able to find bolts but the head of the bolt was too wide to fit into the door. I was told this is a specialty bolt so as of now I can not use the wine cooler. I have been calling AJ Madison daily and each time they indicate they have emailed the manufacture and every day I was told I would get a call by the end of the day. I have heard nothing from AJ Madison. I asked if I could return the unit and they said NO. I have been dealing with this issue daily and no one will assist. I paid $900 for this wine cooler. PLEASE HELP!!!Desired Settlement: Apply a full refund to my credit card.

Business

Response:

Hello, Our customer service department has sent you emails requesting a confirmation from you so they can assist you in you order: [redacted] Please confirm the email below ASAP ,so summit can schedule the pick up thanksPlease respond to customer service so they can assist you with your pick up. Thank you Have a pleasant day

Review: I ordered a Bosch double oven from AjMadison HBL8651UC / 940700024 on July **, 2004. I was told by [redacted] that they would be delivered and installed that same day. I went over & over with him about the price. Being as I live on SSI I kept asking about the delivery and to make sure they would be installed. The day they arrived Aug. *, 2014 , the person who brought the ovens in (they were in one Package) said he only delivers , he does not install. He also said that this company lies all the time. That delivery person said I should not open the box , I think because he knew they had dropped it.That delivery co. It was [redacted] .I tried to get in touch with the company AJMadison many times. Finally the [redacted]. said they would install the unit for free. When FLX Delivery came and opened the box they found it to be damaged. They said the damage was so bad it could not be installed or used. His name was [redacted] goes by this name).

I now received a email saying from another personel that they need to think it over, I should have called within 2 days. I kept going over with [redacted] about installation, here in Florida in the 13 years I have a diffcult time finding people to do the work, and when it is done , it is wrong. I come from NY and this has never happened to me before. It took me a long time to save up for the oven, like 3 years.

I did not break the oven. I am so upset. I do not know what to do . Please this is urgent.Desired Settlement: At this time I am not sure if I want new double ovens, or a refund. I am very upset at this point. I wish I had not found this company on [redacted].

Business

Response:

Thank you for shopping with AJ Madison.

We sincerely apologize for all the inconvenience you incurred with delivery of your order.

Please note that we are one of the largest authorized dealers of appliances in the country.

We strive to have a pristine customer service department and strive to insure that you have a very pleasant shopping experience.

We want you to be a satisfied customer.

The item was delivered on, August [redacted]. The request to make the return was made on October [redacted].

Although it is past time to report damages, out of customer satisfaction we have arranged for our trucking company to pick up the unit. Once they do, we will issue you a refund for the oven.

Please check your email as this information has been sent to you and updates will also be done this way.

Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not received the check for the Bosch electric double ovens, the amount of the check should Be $2,616.00. If it was sent out on the [redacted] of Nov. it would have reached me, It is now Nov. **.2014I am very angry, I want my money. They tried to tell me they could not cancel the check, I have done it. I even called my bank. I told AjMadison to send it priorty mail, I would pay for it. This is not how you run a business. This will not be the end of this situation. I will get in touch with other government agencies. I want interest for keeping the money for the month and causing all this grievance.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison. After looking into your file we do see your credit card we refunded for $999.00 but was prevented from refunding the balance that a check was sent out for. As you still have not received the check and we will be issuing a new check today and sending it [redacted] We are sorry there was a delay and that the original check was lost in the mail. We will provided the tracking number to you via email once [redacted] picks up the envelope. Have a pleasant day

Review: I placed an order online for a duct conversion kit for a range hood. The kit ordered from this company took over THREE WEEKS to arrive - terrible time in this day and age. After it arrived, it was the wrong part for our hood. Oops. I called their 800 number to attempt to obtain an RMA for return. I understand I would have to pay shipping and shipping is not returned. I even would understand their ridiculous restocking rates. But they "don't accept returns on accessories". WHAT?! I was not warned of this when placing my order, and it's in small print buried in a bunch of stuff. If they have such a policy, it should be better known! I believe that mistakes happen, especially when ordering online and this is not made clear on the order form, on the website while shopping and it's not readily apparent when reading the "Return Policy" page either. This is archaic practice and should be spelled out in bold letters, because it is NOT NORMAL.Desired Settlement: I would love to return the item, unused in the original box for a refund. I am entitled to at least that much consideration.

Business

Response:

Thank you for shopping at AJ Madison.

Although it is policy for AJ Madison to not take returns on accessory out of customer satisfaction we can assist you in this matter.

We have provided you with a return email. Please respond back to this email and we can move forward the return of your accessory.

We look forward to hearing from you.

Have a pleasant day.

Review: I purchased multiple appliances and requested a refrigerator with an ice maker. The unit that arrived did not have an icemaker and the installers damaged my customer kitchen cabinetry. I requested a full refund but was deducted $500 for the refrigerator. I would like those monies returned.Desired Settlement: I purchased multiple appliances and requested a refrigerator with an ice maker. The unit that arrived did not have an icemaker and the installers damaged my customer kitchen cabinetry. I requested a full refund but was deducted $500 for the refrigerator. I would like those monies returned.

Business

Response:

Thank you for shopping at AJ Madison.

We apologize you were unhappy with the ice maker you picked out with our sales team.

We reviewed all phone calls that you had with the salesman. In these conversations you had looked at a few refrigerators and none of them had icemakers.

Furthermore, an ice maker was never mentioned in these conversations.

Therefore, it was impossible for the salesman to know you wanted a unit with an icemaker.

We have refunded you the 15% restocking fee, but unfortunately the shipping charges remain.

The recorded conversations were sent to you on March [redacted] to review.

We again apologize for any inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint <st[redacted]g>ID# [redacted]</st[redacted]g>, and have determined that <st[redacted]g>my complaint has NOT been resolved because:</st[redacted]g>

<st[redacted]g>The 15% restocking fee has not been returned nor has the fee which was paid for the warranty on the returned refrigerator. Additionally the fact remains that I did request an ice maker, it was my only requirement besides the dimensions I supplied and that the fridge be stainless steel. The salesperson made several mistakes in suggesting appliances, including providing one that was the w[redacted]g size. This was just one mistake that I did not catch for him. The botched up install where my custom cabinets were damaged was blamed on the vendor that they sent to my home for the install. These guys are like teflon, nothing sticks and it is never their fault.

That's what the salesperson, [redacted] did - he wanted me to buy the most expensive item he could sell, which is why he missed out on details that were important, like the size of the appliance and requiring an ice maker; he was too busy upselling to sweat the details. He just didn't care and thought his customer was a sucker. Too bad he can't figure out a way to make an honest living while making customers satisfied at the same time.</st[redacted]g>

<st[redacted]g></st[redacted]g>

<st[redacted]g></st[redacted]g>

<st[redacted]g></st[redacted]g>

<st[redacted]g></st[redacted]g>

<st[redacted]g>In order for the Revdex.com to appropriately process your response, you MUST answer the question above.</st[redacted]g>

Sincerely,

Business

Response:

Thank you for shopping at AJ Madison.

We apologize for any confusion with our responses.

No shipping discount was applied to your order in any way.

If you have property damage please contact the shippers as no damage was mentioned on your signed proof of delivery.

Furthermore all conversations were sent to you- please see the following email that held the attachments-

If you would like that sent again please contact AJ Madison customer service

Good morning [redacted],

I reviewed all phone calls that you had with the salesman. You looked at a few

refrigerators and none of them had icemakers. Furthermore, an ice maker was

never mentioned in these conversations.

In addition please see the confirmation email that is sent to all of our customer which states that the customer is responsible for the shipping to and from for refused orders. As well as our return policy which is listed on the website that you have located us.

Please see the return policy at our web site which you ordered from:

Where it is quoted:

In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. Free shipping, rebates and all promotions are voided upon return/refusal of merchandise. All returns must be shipped back to our warehouse prepaid, using the original method of shipment. If your item was shipped by a freight carrier, you must return it with a freight carrier to ensure its safe return) For a list of approved carriers, please contact customer service.

We are sorry we would not be able to assist you any further in this matter.

Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As the shippers have not charged you for the return of the refrigerator there are no shipping charges, therefore you need to return the full amount paid. Additionally the refrigerator that [redacted], the salesperson, chose did not meet my requirements. He also made a similar mistake with the dishwasher, but luckily I caught his mistake before shipment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I received a NXR gas range with an internal leak in the range. I have attempted to contact AJ Madison several time via email to return the faulty product but they have not responded.Desired Settlement: I want a NXR gas range that does not leak gas.

Business

Response:

According to the service technician who came out to inspect the unit, the problem was with the instillation job. AJ Madison did not install this for [redacted].

this is an excerpt from the email sent from the manufacturer regarding the service:

"servicer called back and said that the unit is now repaired, the problem was that the range was not installed right to the gas supply line coming from the home."

If this is incorrect please contact us at your earliest convenience.

Review: Placed order over the phone for LG washer model WT1001CW. Salesman [redacted] on 9/**/2014 said I will get the unit in a week. I called LG Eletronic and the unit is available to be ship to authorized dealer. However, AJ Madison send me an email they will to get the unit from a local distributor by the end of September. AJ Madison are giving me the run around and offering a different washer machine. I want the one I had order.Desired Settlement: I will like to get the unit on time. If I do not place the complaint, I never get the unit.

Business

Response:

Thank you for shopping at AJ Madison.

LG does serves worldwide. Our local distributor will not have this unit at their facility until the date provided to you on 9/**.

If the order comes in sooner, we can ship sooner.

We are sorry for the delay.

If you would like to cancel your order before it ships please let us know.

A customers card is never charged before an order ships.

Have a pleasant day.

Review: missing parts on refridge delivery-legs. refer is 2" out of level without leveling legs and is not stable. it rolls in and out dinging my wall with the door.

I asked for the missing parts 2 months ago. I email weekly asking for parts. I received only one response asking for the order number and model no, whick was in the first email.

Its been 2 months and still no response, I email weekly and now daily with no response. I need my parts. I need response. Ive tried calling but only on hold for 30min or more each time.Desired Settlement: I want my parts. If I cant get parts, I want them to pick up and give me my money back so I can buy a one that is complete.

Business

Response:

Thank you for your email. We have reviewed your order and see that the rep working on your case has confirmed with you that the parts have been ordered from the manufacture and should arrive to you in 3-5 days. If you have any other questions please contact our customer service team and they will be happy to help you. Have a pleasant day

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased a Whirlpool coin-operated washing machine (model#CAE2743BQ0) from AJ Madison in January 2014, took delivery in February 2014. On June [redacted] 2014 it stopped working, all indicator lights on and unable to reset it. Whirlpool-authorized technician incorrectly diagnosed the problem, so 4 months later it still does not work. Whirlpool has no other technician it can send, and is unable to replace the unit. AJ Madison would take no action other than continually refer me to Whirlpool.Desired Settlement: I would desire a refund so I can purchase a different machine from either them or someone else. This model is garbage (just need to look at online reviews). At a minimum I'd like a qualified technician to come out, but Whirlpool doesn't have anyone. It's time for AJ Madison to step up and deal with a bad sale.

Business

Response:

Thank you for shopping at AJ Madison.

We are sorry to hear you have trouble with your appliance.

All the units we sell come with a manufacturer warranty, the manufacture will be able to assist directly with any issues you may have.

AJ Madison is an authorized dealer from the manufacturer. We cannot issue a warranty replacement/credit as this comes from the manufacture. If the unit

needs to be replaced the manufacture will replace directly.

We are sorry for this inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. They have punted the issue to the manufacturer and its warranty, which I will continue to pursue as I have for the past 4 months. Frankly, I was looking for AJ Madison to step up and take a stand for a lousy product they sold. However, I accept that they have the right to direct me to the manufacturer.

Sincerely,

Review: I ordered a GE Advatium Wall oven from the AjMadison.com website around [redacted] of July using their special sale. After 4 weeks of waiting we finally contacted AjMadison to inquire about the oven. We were told that GE is having a model change and that AJMadsion cannot deliver our product. Talking to GE customer service, I found out, that the new model will be available in October and that the MSRP will stay the same as the previous model. We talked to AjMadison customer support that we would be willing to wait till October to get the new model. However, AjMadsion refuses to honor the price of the oven. Here our complaint: AjMadsion advertised and offered us a product that they did not deliver! They refuse to honor the sales contract even after they will be able to fulfill the order in October. The damage caused to us by AjMadison: we lost over 4 weeks of time and several hundred dollars in damage since we cannot use [redacted] of July prices any more and cannot get the oven for that price right now. We could have ordered it on a different website on July [redacted] if AjMadison would have told us that they did not have the unit.Desired Settlement: We would like our order to be honored either by delivering the current model now or the newer model in October for the price we already agreed to pay when we placed the order. Alternatively, we would accept a refund of the full MSRP price of the oven of $2499, so we do not suffer any financial damages ordering it from a different store.

Business

Response:

This is in reference to our mutual customer [redacted].

The customer placed an order with AJ Madison on July [redacted] for a GE 30" Speed Wall Oven and an Extended warranty. The customer's order shipped on July [redacted]. The delivery company contacted us on July [redacted], stating the Wall Oven is badly damaged. We made a replacement order for the customer. However, we had no more left in stock so we ordered more from the manufacturer GE. Unfortunately, we were notified by our representative at GE the unit is discontinued. We offered the customer a comparable model but in the end she decided she didn't want the replacement we offered. She wanted a brand new model that was coming out with GE in October for the same price as her original order. However, we didn't have pricing yet from GE on the brand new model she wanted so we told her we will refund her now for the original order and when it gets close to October to call us and we will do the best we can to give it to her for the same price. I looked into the situation personally so we can resolve this issue with the customer today. AJ Madison decided to offer the customer what she requested and we offered her the brand new model for the same price.

Here is the email we sent to the customer earlier today but haven't heard back from the customer yet:

Dear [redacted],

I sincerely apologize for all the inconvenience you have incurred with your order.

AJ Madison strives to provide 100% customer satisfaction and will do everything possible to rectify any situation.

I see that on July [redacted], 2013, you placed your order for a GE 30” Speed Wall Oven. Unfortunately, the unit we shipped to you was damaged and when we replaced the unit for you we received notification from GE that the unit is discontinued.

You wanted to replace it with a brand new model, Model #PSB9240DFWW, for the same price. Because this was a brand new model that was coming out with GE, the manager who you were dealing with, [redacted], wasn’t sure if we were able to give it to you for the same price that you purchased the original unit for.

Out of customer satisfaction, AJ Madison is willing to give you the new unit you would like for the same price you paid on July [redacted] in the amount of $1,959.00.

Please let me know if you would like to go along with this great offer so I can place the new order for you.

Once again, my most sincere apology for the delay and any inconvenience this may have caused.

Looking forward to your reply.

General Manager

AJ Madison

___________________________________________________________

The customer was refunded in full for the original order on 8/**/2013. If the customer would like to go along with our great offer I will be more than happy to place a new order for the same price for the customer.

Please let me know if you need any additional information.

Thank you,

AJ Madison

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

AJ madison will not accept returns, even for unopened items. We purchased a duct fan kit that does not fit our kitchen. We cannot use it. It’s not opened. We will pay for return shipping!
They do not respond to our emails. They stole our money and we want it back. Will never purchase from again.
In a world where we have so many places to purchase from online, they have been completely unprofessional, impolite and unethical. we tried supporting small companies but with this behavior, I'll be buying from [redacted] next time. Will never purchase from them again. Complete SCAM.

Review: Purchased a Frigidaire Induction range on 7/**/15. Appliance did not arrive until 8/**/15. AJ Madison advises their customers to examine items upon arrival and assess whether it is in working order and advise them if it is not. In order to do that the item must be plugged in and turned on.. The item did not work properly. I advised immediately that I wanted to return it. I was told I could not because the item was considered installed when it was plugged in. They advised me that it was now up to the manufacturer as to what would happen with this product. I did not accept that answer and wanted the product returned. AJ Madison has refused and contacted the manufacturer who has sent two different servicers, who still have not corrected the issue. I have video and sound clips of the issue - a loud vibration that is constant. I have confirmed that this is not normal operation, with several other appliance retailers, such as [redacted]. AJ Madison has stopped responding to my requests to return this item. And the manufacturer is telling me that they will send one more servicer out "as a courtesy" and see what happens.Desired Settlement: I would like AJ Madison to take this product back and credit my AJ Madison credit card.

Business

Response:

Thank you for your email. We see from the notes in your order that your unit is now in perfect working order. We are glad to hear this issue has been resolved. Have a pleasant day

Review: I recently placed on order for a suite of [redacted]ppliances with AJ Madison (order [redacted]). When placing the order, I worked with [redacted], an AJ Madison sales rep. When ordering, I told [redacted] that I wanted the GE Profile dishwasher that had a third rack for cutlery, and she told me that the appropriate model was [redacted] and gave me a price quote for the entire suite that included that dishwasher model. When I looked up the item online before finalizing the order, I noticed that the picture did not have a third rack so I called [redacted] up to inquire. She assured me multiple times that this dishwasher did, indeed, have a third rack and that the picture was likely just an incorrect stock picture. She then pointed out to that the website for that product page indicated in the description for that item included the third rack and promised me, yet again, that the dishwasher model was the right one with the third rack. I relied on her representation and on the product information on the website that the dishwasher did have a third rack, and proceeded to place the order.

I finally took delivery of the appliances on March **, 2015. Upon inspection of the dishwasher, I noticed that the dishwasher did not, in fact, have a third rack. I therefore contacted AJ Madison to figure out why I received a dishwasher without a third rack. They said that they would reach out to GE and would get back to me later that day. While I was waiting, I did some research on my own and discovered that this particular dishwasher model DOES NOT come with a third rack despite the representations made by the sales rep and on the AJ Madison website. As a result, I called up AJ Madison to explain that the model they told me to order did not contain the third rack even though that was what they represented. They acknowledged that it was their mistake but the only resolution they would offer me is the pay for a different GE Profile dishwasher that does come with a third rack (and is, of course, more expensive) if I wanted to get a dishwasher with a third rack or that they would take back the item and graciously waive the restocking fee. In the meantime, I would have to take another day off of work in order to deal with this problem which ultimately was a result of their mistake.Desired Settlement: I want the dishwasher that I was promised which is a GE Profile dishwasher with a third rack at no additional cost to me except for the hassle of taking off another day off of work.

Business

Response:

Please note the following email was sent to the customer and the customer agreed to the discounted price of a new unit. Thank you for shopping at AJ Madison. Please understand customer service is our top priority. We strive in customer satisfaction. We value every customer and appreciate their business. We apologize you received the dishwasher and it’s not the unit you expected. From our conversation yesterday you wanted the dishwasher with the third rack (Cutlery Tray). We apologize for our sites content error. AJ Madison is able to offer you the following options to resolve this issue. 1. We can pick up the dishwasher model # [redacted] and issue you a full refund and you can purchase the unit you need model # [redacted] at our cost price $1069.00, a $424.00 discount. 2. If you would like to keep the unit you have model # [redacted], we can offer you a discount off $100.00 of the unit and the credit will go back onto your credit card. 3. If you would only like to return the unit and purchase the unit you are looking for else where we can provide this option as well. Please email us back confirming which option you would like. We do understand you have requested to receive [redacted], the more expensive unit, at the price point of the [redacted] unit that you have in your home. Unfortunately this request cannot be meet, due to our cost of the unit. We have lowered the price of the unit to AJ Madison’s cost. We are looking forward to hearing from you. Have a pleasant day.?

Review: I placed an order for kitchen appliances and when I recieved them they were all damaged. Especially the dishwasher whose door cannot even open. I called up the company and they refuse to replace, refund, or send a tech out to check the damage. I paid a lot of money for these appliances they are all new and I cannot use them. I did some research on the company and found out through reading the reviews that other people who purchased from this company also have similar complaints including broken appliances, delivery problems, and bad unprofessional service. They have a corrupt policy that doesn't service anything after the consumer signs the delivery slip. I even paid for the extra warranty and I found out that its pretty much a scam. I would appreciate some help with this and investigating this company. I don't understand why so many people complain about receiving broken/damaged units and not getting proper service. thank you.Desired Settlement: I want a full refund and I would like to see AJ Madison change their policies to better satisfy their customers.

Business

Response:

Hello [redacted],We are sorry you are having trouble with your dishwasher. Since the pictures you sent us shows the unit is installed, we have scheduled a service appointment for you. They will come to your home and adjust the unit for you so that it is in perfect condition. The appointment is with [redacted] for December*, between [redacted]. The confirmation number is [redacted]. Their number is ###-###-####.Please have a copy of your invoice with you at the time of your appointment. If you need to reschedule that appointment, please call [redacted] at ###-###-####.Thank you/**Customer SupportAJ Madison[redacted]

Review: I ordered a sink from this vendor. The sink arrived in a crushed box, opened and re-taped at both ends, bent sink flange, that has been "kicking around their warehouse since 2013, and missing mounting screws/clamps. I informed the customer service department and they keep asking for more photos and will not refund my money. I believe this company knowingly sent a damaged unusable product with missing pieces and the customer service representative is trying to run out the clock.Desired Settlement: Refund of all of the money I paid and a prepaid return label.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,