Worst online shopping experience ever. I am a real estate developer and placed a small order for 2 refrigerators, 2 stoves, a microwave good, stove hood, and a dishwasher. They claimed my CC wasn't working and called me about it. During that call I was told the dishwasher was on back order. They wanted me to change to a cheaper model, and I did. They did not credit me. They also recommended I pay extra for White glove delivery since I wanted the products asap. I did as well. I was told that it would process and be ready for shop the next day. That was Sept. It is Nov now and I've each of the last three days on job site waiting. It never comes and after delivery window I call and they say the next day each time. I also receive a new email to confirm next day delivery. No help from worthless idiots at AJ Madison. Solomon is a liar and scumbag. Don't buy or believe a word they print or say. Now trying to cancel and order elsewhere after waiting on these jerks for months
Review by Kristianne Reutt7 months ago
If only I had done 2 minutes of research, I could have saved hundreds of dollars and major headaches! How does this company stay in business? Clearly, AJ Madison President, Isaac Gross and Vice President, Michael Gross do not care about customer service. Meanwhile, my experience is mirrored by all the negative reviews on this site, the BBB and anywhere else you see the AJ Madison name online.
I ordered a refrigerator 10/7, it was finally delivered 11/8. This is a partial list of issues I had to deal with over a month-of-hell: Overcharged by salesperson Victor Sned for shipping and panel install / Non-delivery by date promised (10/21) / Office Closure 10/21 and 10/22 for holiday with no outgoing message stating such / Unanswered calls, voicemails, emails over several weeks in trying to track down appliance / Company blatantly stated it does not place any kind of courtesy phone calls to customers in need / Service Manager, Megan Messing, exchanged a week of emails with me that could have been solved by a 2 minute phone conversation / Not one single apology, from anyone, at any point, over the whole month of dealing with AJ Madison.
I can only hope that someone reads this and learns from my misfortune.
Review by DragiPej Ceebin7 months ago
This is a update to my last review. In short, I bought a Samsung refrigerator on 3/25/19. Showed up over a month later with damage on both doors. Took another month to get someone to look and send back pictures which was already done by delivery company. it has now been since 5/28/19 that AJ was notified of the damage and still have no new doors. State attorney office of New York is investigating. Stay away from these clowns! They will only take your money and provide the worst customer service if any!!!
Review by Francoyse Horych7 months ago
Another horrible experience with AJ Madison. Their salesmen forget about you after the order. Any problem goes to Customer Serviced while the employees are nice, they are hamstrung by company policy, which is AUFUL. I have a problem and they will not accept any responsibility for the mistake. I just spent $35,000 and they want, in order to swap for the correct appliance, a freezer, a 30% restocking fee. Bear in mind, they RECORD ALL PHONE CONVERSATIONS. I was toluene version, between I listened to the recording, that version of the order never occurred. BELIEVE ALL OF THE HORRIBLE REVIEWS.
Review by RenJ7 months ago
This place sucks, when I place d the order it showed it would ship and arrive within a couple of days - that's what made me decide to buy fro them. But it's been dragging on for weeks now and we're without a cooktop! Never order from them
Review by Cobriac8 months ago
They have decent prices, but that's the end of the decent. As soon as you place your order you will get a call and they will hard-sell the extras, delivery, warranty, etc. They don't seem to care about service or happy customers. The only thing they want to grab more of your money. Avoid.
Review by Howitzer9 months ago
I purchased a Samsung appliance package from AJ Madison, only to receive the stainless refrigerator with a huge dent in it. I spend a total of 7 weeks trying to get it resolved. Every time I tried calling, I would spend at least 40 minutes on hold. When they finally opened a ticket with Samsung to repair the door, I had to PAY for the repair because AJ Madison was unreachable for the payment. I called Samsung directly, and all I got was that it was the retailer's responsibility. I will never buy from them again.
Review by SSFairy9 months ago
Purchased 8/28/19, received order confirmation email 8/29/19 with ship date of 8/29/19. 8/29/19 11:23am received shipping confirmation email stating ship date of 8/29/19 with notes stating please allow 2-4 business days for product to be shipped. Credit card charged full amount on 8/30/19. Last date products should have shipped, including Labor Day holiday, would be 9/5/19. No tracking information given. Emailed AJ Madison 9/8/19 asking for shipping update/tracking-no response received.
Called customer service 9/11/19 at 8:50am CST, rep states "shipping from Friedrich" today. Asked what this meant, she states "it's a Friedrich order so it's shipping today." I have no idea what this means, so asked to level up to someone else for clarification. Remained on hold for 20+ minutes before AJ Madison dropped call. Immediately called back to sales department, asked rep to remain on line, rep hung up. Immediately called back, same reaction. Immediately called back, a different rep placed me into a separate "on hold" area. I continued to remain on hold with "11 callers ahead of you." Finally, a rep returned to the line and I asked for Friedrich's customer service phone number to verify that the order was placed. Back on hold for 10 min. Rep returned and she DID give me the number.
After calling the manufacturer at 10:30am CST today to verify AJ Madison placed my order to be drop shipped, Mr. Joe Guerrero of Friedrich (phone 800-541-6645) stated AJ Madison NEVER placed my order, no PO at all, though AJ Madison states it was placed 8/29/19. The credit card was charged in full, $4,400.00, on 8/30/19 by AJ Madison.
Called AJ Madison back to inquire why order was never placed but credit card charged. A different rep now states "there was a problem with the PO" (isn't that convenient?) but it is fixed and Friedrich will ship my order today. I asked for clarification of the "problem" and was placed on hold. Rep came back and stated no clarification but she called Friedrich to verify order and said yes it is there now with no problem. Now she stated it will "not ship today" but AJ Madison will get back to me with a ship date. I said this was unacceptable and asked rep to conference call Friedrich so we could all be on the line at the same time to make sure my order is placed and will ship today. Placed back on hold for 10 min. Rep returned and said she could not place a conference call-she was not authorized. I asked to be transferred to someone who could place a conference call. Back on hold for over 30 min. Eventually the original salesperson who made the sale, Ms. Grace Kohl, came on the line and stated "we are getting a really great deal" because of a mistake by AJ Madison from a previous order we placed. This order was "only a few dollars above cost." After saying I needed Ms. Kohl to place a conference call to Friedrich with myself on the line for order verification, she refused, stating "we don't make phone calls." After conferencing in my husband to hear for himself about this current situation, a long back and forth exchange occurred without resolution on either side. We maintained that it was fraudulent of AJ Madison to charge the credit card, lie repeatedly about a shipping date, suddenly have a "problem with the PO," and then refuse to confirm the order with the manufacturer, Friedrich, with us on the phone. Ms. Kohl stated she would cancel the order and we would receive a refund and we could try and find the items at that price elsewhere, and also maintained that AJ Madison was not committing fraud. She stated that in order for the items to be now re-ordered and shipped, we would have to write an email stating we would not accuse AJ Madison of fraud. We refused, and she stated the order was cancelled. We received an email about the cancelled order, but there is no credit pending on the credit card as of yet.
Meanwhile, there is additional cost on our end due to booking our HVAC installer a nonrefundable airline flight and nights at a hotel room near this project's location, based on AJ Madison's original email about a ship date. The project is now on hold due to AJ Madison's neglect and deception.
UPDATE 9/20/19: AJ Madison refunded the credit card the full $4,400.00 on 9/14/19. However, a credit from a previous order, sold to us by AJ Madison's Mr. Solomon Lewis, remains on the credit card, in the amount of $1,796.00. This order actually shipped, though late, and was received by our third party. Once we inspected the shipment it was obvious Mr. Lewis sold us something unusable for our purposes, as it was not a complete set, only a portion of a set (AC split system units). We had asked for clarification BEFORE purchasing, and Mr. Lewis lied and stated the units were complete sets. We returned the shipment to AJ Madison via UPS (AJ Madison emailed us the labels, so no cost to us) and they received it on 9/18/19. A call was placed on 9/20/19 to inquire why no refund yet as was promised. Ms. Vanessa Lino stated we should see the refund by Monday, 9/23 or Tuesday, 9/24. UPDATE #2: $1,796.00 refund received late 9/24/19.
Spend your money elsewhere.
Review by Strivewithscott10 months ago
I tried both the big names in online appliance sales (applianceconnection being the other one) and they're both just horrible companies- no communication, zero organization, brutal customer service experience.
I tried to order a washer from them, After a week without hearing anything from them, I check the order status. On their site they have a list of what all the statuses actually mean. My status was not even listed so I had no clue what was going on. I submitted a ticket to this effect....no response from anyone but when I checked the status online again it had been changes to 'Processing'. I waited about another week but no one contacted me and the status was the same so I called them, spoke to the rudest, surliest woman imaginable who told me the item was on backorder for at least 4 weeks! As this was a recently discontinued model I was trying to order I tried to find out if it was actually in stock or just an error on their site. She was completely unable to tell me this so with the choice of having to wait another month just to find out if they were full of it or not, I chose to cancel the order.
Lesson I learned from this is not to deal with any of these online appliance stores, do yourself a favor and deal with your local distributor, might cost you a few extra bucks but at least they'll treat you with basic dignity and respect.
Review by Mokhnatkin1 year ago
Do not buy anything from these people. Good chance it will not work and you will never get your money back.
Review by Videbæk McKeef1 year ago
While I was chating on line with a rep. to make a purchase. They changed the price on me. I do not recommend this company.
Review by Xx Prava1 year ago
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.
Review by DwayneXX Moore1 year ago
After purchasing a SMEG refrigerator and it "shipping" within a day - I got crickets for 5 days on the site that was supposed to give me shipping updates. I don't expect it here - just some notice and updates.
I called customer service. 6 minutes later after waiting I got a person, gave her my number and she said "I'm actually going to have someone help you.." and then she dumped me back into a queue where I am into 16 minutes of hold, and have had "7 callers ahead of me" for about 5 minutes....
I would never do business again with an organization that takes service so cavalierly.
Review by TransferWire Rosey1 year ago
I placed an order for a range in August, then received an email that said it was a special order despite being listed "in stock" and that I would have to wait 4 weeks for it to be made. After a few weeks, I called to check on the order status, and was told it would be arriving in their warehouse in early October and then shipping to me.
The day before it was supposed to be shipped to me, I checked in and was told that I had not approved the special order, and that they had tried to contact me numerous times by email. This is despite the fact that I approved the special order in August and had checked in by phone three other times. They lied about sending emails, with all the emails they referenced predated my call in August.
They are a terrible company, and you should avoid them at all costs.
Review by Nez1 year ago
I had big issues with this company....it took a while and certainly too many phone calls but Sarah worked her magic and corrected my situations. If you are having issues, as I did, ask to work with Sarah!
Review by CaryClark1 year ago
Lots of salespeople to sell you, but long hold times and no real help when there's a problem. Stay away from these guys. Their all "sell" and no service. They could care less if they stick you with a crappy product. Once they have your money. They're keeping it.
Review by Chk2 years ago
I ordered a washer/dryer set on May 29, 2018. I was told that the dryer was not in the warehouse so there would be a week delay in shipping. I received an email of another delay on June 6, with no explanation, another email and another delay on June 13, again no explanation. I got shipping notification on June 20. I was told 7-10 days shipping, which put delivery on July 4, accounting for the holiday, I figured July 6th, the latest. after 4 phone calls, 2 promises of returned calls, 6 emails, 2 chat sessions, the shipping and delivery delays, it was finally delivered on July 11. All I was offered was a 1yr extended warranty on the washer. A total of $50.00 in value.
Review by LeamingtonMan Jakhanwal2 years ago
I ordered a refrigerator and freezer unit from these people in March 2018. I purchased the extra extended coverage as well, which in hindsight was a poor decision on my part. The items arrived in reasonable time, however upon installation, the fridge was non functional. I left three separate voice messages with no response over a period of 5 days. I finally was able to reach a human, and was put on hold for 45 minutes, upon which I gave up. A subsequent call reached someone who said that a service order would be put together and there would be some contact or movement on the issue within 48 hours. None of which happened. No email, no call back, no acknowledgment of a problem. Took another 4 days to get someone to replace the defective part. As far as I can determine, this company will basically tell you anything to get you off the phone. THEY WILL LIE TO YOU!!!
Review by Gyano2 years ago
They will pull rebates before required submittal dates and claim they never existed. Buy from a trusted site.
Review by Tamaiko2 years ago
First it takes 30-60 minutes on hold to get to talk to someone. Then they blame the manufacturer for a product that never worked. They will email the manufacturer and get back to me. Of course that didn't happened. Called again after waiting a week - EXACTLY the same thing. They will email and will let me know when they hear back. I asked how long I should wait to hear. What happens if they don't hear back. Of course I should call back again. This is an endless loop where they do nothing to help the customer and the service reps are rude on the phone. DON'T BUY ANYTHING from this company.
Review by Customerhaydock2 years ago
Last week my 10 year old GE refrigerator died and I shopped online for a new one after doing a bit of research. AJ Madison had the best price and free shipping for a highly rated LG model I wanted.
I utilized their chat feature and Matt, the customer service rep couldnt have been more helpful. He helped me order installation as well as for the pickup of my old fridge.
Delivery was scheduled for today, and though the delivery was delayed, AJ Madison communicated the whole time to me via text messaging, calls, email and I used the online tracking service of the delivery company so I could see where the drivers were the whole time for the delivery.
I was hesitant after reading some of the negative reviews here - and that is why I wanted to post a positive one. The experience was good all around - start to finish and I have a great new refrigerator!
Review by Norman Hartill2 years ago
It's sad when something simple becomes so complicated. This is my first time ordering from AJ Madison and probably the last. I needed to replace a tenants AC so I chose AJ because of a in-stock quick delivery of 24-48hrs. My order was placed on July 28th and here I am on Aug 4th with no AC. I get nothing reassuring from AJ Madison's service department except "we are using a new delivery service and they can't tell us when its going to be delivery". Now their response is "its sometime next week"!!! They couldn't even give me a guarantee on a date the following week. The reason they kept saying was because they hired a new delivery service and their having problems. This process was unacceptable and upper management don't seem to want to satisfy "me" the customer. They didn't come up with any solution to delivery the AC now!!!
Today I'm on the fence. Cancel the order for NON-DELIVERY or wait it out. My tenants patience has been steadily diminishing. I have five other AC's to replace and a few refrigerators but surely AJ Madison can't be considered as they lack confidence on delivery.
I decided to cancel the order and receive a full credit (which I did get a week later). In the meantime, I ordered the same AC from PC Richards and received delivery in 48hrs with no problems and great updates along the way.
Review by Tkv3 years ago
When I ordered a Samsung oven, I was told it would be delivered in a week. At the time I paid extra for an install and specified I needed an LP conversion. Over a month later the stove is delivered and the guy tells me they don't do LP conversions. I called AJ Madison and now they tell me they never do LP conversion. THEN WHY DIDN'T YOU IDIOTS CALL ME WHEN YOU SAW THE REQUEST IN THE COMMENTS SECTION ON MY INVOICE? They took away the old stove and my gas company can't come out for a week to do the install. The woman at AJ Madison offered to credit me the price of the gas kit they sent, but only if I sent it back. Wow, so generous. This is the first and last time I do business with these crooks.
Review by Yasuyuki Meigo3 years ago
I didn't have any problems with the glass cooktop we ordered, in fact, great price, on-time delivery, installed it myself. Would buy here again.
Review by RommelPB4 years ago
Bought the SUMMIT BIM45 Ice maker. Talked to them, read all the information on the description. Says it will produce up to 32 pounds of clear ice per day and store up to 25 pounds of that ice. Three days later the ice has melted and turned to a bin of water. Clearly something must be wrong right? I bought extended warranty, I have 1 yr mfg warranty so I am not worried. I called Summit they told me that the BIM45 Ice maker will sure enough make 32 pounds of ice per day and it will store that ice for zero time frame. The moment the ice hits the bucket it will begin to melt. Why I asked? The machine does not have a "thermostat" the Summit Technician says. It's made only for people who use the ice as fast as it makes it. I told him to ready through the brochure with me.... He did, and agreed it is very misleading and that no where does it say the ice will melt or must be used right away. The owners manual even says, that it will be fine for up to 3 weeks to leave town and just leave it alone. If you leave town for over 3 weeks you probably should shut it off! LOL. It does have a pump that will pump the excess water drain away to the sink but not 25 gallons every 3 days of water. If the ice melts it would be just making ice water so why own it.?
Summeit told me to return it to AJ if I was unhappy with it. I called AJ, and went through the brochure with them and they agreed, and told me they wanted to talk to SUMMIT before taking it back. Two weeks later I get no response from AJ. So I called them and they told me the time frame for returns is over. Well of course it is, because you guys told me you wanted to talk to Summit before me sending it back. I filed a claim with PAYPAL which got someones attention there and eventually they decided to take it back. They agreed there is a problem with the advertising but they probably wont be changing it. I ordered this along with a beverage center, and when they were delivered by YRC freight carriers the boxes were crushes by a forklift or other freight pushing on them so when they unloaded them the Driver wanted them to be opened to ensure there was no damage. OK so we opened the boxes to find that both items were ok and not damaged. The freight carrier gathered up the two pallets, all boxes and told me it was his job to dispose of it and away he went. Back to AJ, they want me to ship the ice maker back in the same box, same pallet or they wont take it back. Ok this is rediculous so I explain that I have no way to send it back since the shipper took all the boxes and pallet for the ice maker...They don't care. You have 7 days to get it back to us or we will consider this closed. Pay pal did side with me and said I have 12 days to return it to them at my own expense for a full refund but thats not possible. I talked to a shipper who wants 190 to pack it back up, another who wants 250 to pack it back up then there would be the 150 shipping fee, which does not cover my lost time from work to make all this happen so now the ice maker is in the scrap yard where it belongs. SUMMIT BIM45.... BEWARE DOES NOT STORE ICE, ONLY MAKES IT. AJ MADISON will sell you this product but save your packing and dont let the shipper haul it off because you will be sending it back. Spend a little more and but a better quality product and make sure it does have a thermostat built in so it keeps the ice cold.