Complaint Review: Appliances Connection

I ordered a washer/ dryer set on March 31, 2022, with installation kits, extended warranty, and pedestals. The washer/dryer was delivered on April 18. Not bad, but the rest of the merchandise was not. So, the delivery company unloaded the crates and placed them in my garage and said we will leave them here and when we come back next week after the pedestals arrive, we will uncrate and install them at that time. Great plan at the time, or at least I thought.

It took an additional three weeks to receive the installation kits and pedestals. So, the washer/Dryer sat in my garage uncrated, at the suggestion of the delivery company. When they showed up almost 4 weeks later to do the install, the crates were opened, and this is when major damage was discovered on both the washer and dryer.

The damage on the washer was so bad that the drum would not even turn. Both units had major, visible damage. We sent the pictures of the damages to Appliances Connection. I told them that I was not accepting them and would be returning them for credit. This is where the fun began.

I was told that I could return them, my account would be charged $627.50 for return shipping costs. What??  Since I did not open and inspect the merchandise within 48 hours of receipt, I would be responsible for anything and everything after that point, even though their delivery contractor said they would open them when they came back later to do the installation.  It would do no good to open them and risk any damage, so they said.

I spent the next three weeks trying to speak to a manager to get them to pay for the return shipping but to no avail. All they wanted to do was dodge phone calls, hide behind canned emails and read me their fine print that says they are not responsible for anything and told me that either I pay for the return shipping, or they could not help me.

Even though the photos clearly showed shipping damage, they went as far to say that I could have damaged the merchandise while waiting for them to return to do the install and this was why they could not pay for return shipping. Really?

Like I am going to damage merchandise I ordered to the extent shown in the photos. The disturbing thing about this whole issue is that Appliances Connection offered no solution, they offered no replacement of the damaged merchandise, nothing. All they wanted to offer was too bad so sad Mr. Customer, deal with it on your own. Really pathetic customer service to say the least.

Appliances Connection does not return phone calls; they answer with canned email responses and offer absolutely no customer service value. It is bad customer service when you are left in the dark and no one wants to respond to help you resolve an issue.

Words of caution- if everything goes right with your order and shipping, then everything is great, and they get all these 5-star reviews. But when something goes wrong, they fail miserably at customer service and resolving issues to at least salvage a customer’s satisfaction to retain their business. Read all the bad reviews and you will see a pattern.

They do not want to deal with you, nothing except we got you by the short hairs, so take it or leave it. they went so far as to say I agreed to the shipping charges when my only choices were to pay return shipping or be stuck with ~$2400 worth of damaged merchandise that was worth $0.  Hardly and agreement and acccpetance when they have a gun held to your head. 

In customer service you do not hide from dissatisfied customers, you address them and put forth the effort to turn them into a satisfied customer. Not Appliances Connection, they have no interest in solving problems or even care about a positive customer experience. I have since cancelled over $10K worth of orders and will never buy anything from them again and will do my best to educate anyone that is considering buying appliances to use anyone else but them because of their poor business tactics and bad customer service.

They respond great when you want to buy, but buyer be highly aware that if you run into issues, they have no interest or care to put forth any effort to resolve them. Major Red Flag. Do business with them at your own risk.