Thank you for the heads up.

Send your proof to your credit card company and ask them for a refund.

Agree with, plllog. Dispute the charge with your credit card.

Where exactly is A J Madison. Can you contact BBB.

BBB really has no power but at least you can give them a bad rating.

I've bought quite a bit from them and have dealt with their customer service for other issues, but never a straight up return. My experiences have been positive, but again I haven't had to deal with anything very serious. I didn't even realize returns were possible.

Never heard of AJ Madison. The world wide web is a huge place, and your personal rant has no influence on most of the visitors here because they have also never heard of the company.

We are buying appliances for a new fire rebuild and found our local appliance store prices are the same as the online AJ Madison's "deals". Of course, local wins our business.

Thank you for the heads up & I hope you get it resolved.

I've heard of them. I use them for window shopping mostly - I'd rather buy local so it is easier to complain about a problem.

AJ Madison is very well-known among appliance shoppers in the NY and surrounding areas. Their website is considered one of the go-tos for information and comparisons.

AJ Madison

I have dealt with them many times and never had a problem and BTW I live in Canada and have them ship to the border for my pick up , had a fridge arrive with a dent in the side they offered either a replacement or a refund of some money. IMO when you rant you need to supply information about why you were returning the piece to just rant with no context is not professional for one thing.They have a very specific return policy on their site and try to make you have the best possible out come with your purchase so that returns are rarely needed. We have no idea what your problem was so unless you want to share that i would say stop ranting.

Thanks for the information. I was considering using AJMadison for some of my applicances, but will now be rethinking that :-)

Lynda: Why does an anonymous post by someone who has never started a thread before carry any weight with you? Maybe he (or she) works for Home Depot and is trying to damage a large local (NYC) and online retailer? "John Lee" says he bought $12k of appliances and has a problem with a dishwasher. What's the problem? he changed his mind? it doesn't work? it arrived damaged? A one-shot wonder who starts a thread with a rant and a provocative caption. Apparently the other appliances, probably costing about $11k are just fine. A better caption would be: "Great service and delivery from AJ Madison - but have a problem with dishwasher return".

I've bought from them twice but won't buy a third time. I never tried to return an item but I have found their customer service to be less than stellar when I've had issues (they sent the wrong accessaries once and didn't send filters I'd paid for). It took months to get the issues resolved. They probably have a huge volume of business given their big online presence and that may be part of the reason their customer service is lacking or maybe their sales people are on commission and customer service isn't (I've never had a problem with sales), but I've learned my lesson. I'll buy local from now on.

Reallt Lynda this rant IMO has no validity , they provide no explanation they just rant

You may want to consider going into specifics on the BBB website, as a majority of people spending large amounts on appliances do research on brand/supplier and you will have greater impact/wider audience and help to influence their rating - much better than a Houzz entry. The customer compliant is prevalent - link attached...and if you read though the comments, you may see how/if resolved, as many were replied to - since you can't get a reply otherwise. Be sure to check the policy/timeframe for a return, changing their minds is not a reason..state the policy in your comments. https://www.bbb.org/new-york-city/business-reviews/major-appliance-dealers/aj-madison-in-brooklyn-ny-13861/reviews-and-complaints

I believe the OP is a flyby and we will never hear from him again. The post loses all credibility by not providing any details about the DW, what was wrong with it, what brand it was. For all we know, the OP simply decided he wanted a different DW, and hoped to return this one just because of that. Or, the DW wasn't installed correctly, with e.g., a high loop hose, or the hot water line wasn't hooked up (we've seen this on this forum a number of times).

The OP says "She distorted all the facts and dismissed me." And those facts are???The omission of the reasons ("the facts") for the return is glaring - if I were going to complain on a forum about an online retailer, I would say "DW arrived damaged/broken because of X". Wouldn't you?

In any case, I agree with PirateFoxy - I frequently go on AJmadison's website because it's got all the appliances listed and great sorting features, so you can do research there easily. Then I buy at my local appliance retailer to get the customer service and appropriate installation. Local appliance stores these days are willing to meet online prices as best they can, and if I pay a few hundred more out of a multi-thousands purchase, it's worth it to me for the peace of mind.

I left out the details on the other $11k worth of appliances because the post would’ve been too long. The wine cooler was broken - there was no hinge on the door. They are replacing that - as they should. Still inconvenient! The refrigerator has been installed for 3 weeks and needs repair. The repairman said that it was likely banged around too muchduring shipping breaking the defrosting element in the freezer. It does not make ice, stay cold and it rattles about every 20 seconds. The oven and cooktop are fine. I need to return the dishwasher because I got a tall size and it doesn’t fit. That is my fault. I’d be happy to discuss it with them but as my post indicates, they have been far less than helpful. The only person i can get in touch with is the woman who helped me at first, then changed her story, told me there are no supervisors, and finally copied a supervisor distorting the facts (and leaving out documentation) in her recap. I was told several times by AJ Madison i would be contacted and was not contacted. I have screen shots of chats and emails. They promise to call and never have the decency to do so. This back and forth has cost me a lot of time and aggravation. I will never use them again and caution anyone else from doing so. I took to this forum to warn others. Take it or leave it! All i want is a callback from a supervisor -promised to me multiple times.

Nel Smith: Why does an anonymous post by someone who has never started a thread before carry any weight with you?"

That's a silly point-of-view. Everyone who posts here had a first-thread / first-post.

I am just happy we now understand the rant. It is really awful how you were treated but I have never had that experience so can only say what my experience has been I do agree however to call your credit card company to see if you have any recourse.

dadoes: Yes everyone is at some point a first time poster, but most of us do not make a lengthy rant as our first post.

So now we know that the reason he wants to return the DW is that he bought the wrong size. He says that the AJ Madison employee "distorted all the facts." Since the reason he wants to return the DW is that HE bought the wrong size, what fact did she distort? AJ Madison's return policy says: "Product Does Not Meet Your Needs : Call within 24 hours if product doesn't meet your needs" If he has proof that he notified them within 24 hrs of receipt (and no attempt was made to install the product), he should sue them in small claims court. Regarding the wine cooler, the missing hinge was obvious when the item was delivered. He should not have accepted delivery. Regarding the items that are not functioning properly, AJ Madison's website says: Call the manufacturer if product is defective after the first use. it's is unfortunate that he is having all these problems with his new appliances.

But is that usual, that if an item malfunctions after the first use, one should call the manufacturer? Not the retailer, in this case, AJMadison?

I had many problems with my Bertazzoni range about 2 years ago, and the issues were mostly handled by the retailer, who eventually arranged for me to get a new range.

New Smith: I agree with dadoes that rules and policies regarding this website should not be the responsibility of the commenters because they are already stated in Houzz's policies and they are the only arbiters of that. Just because you don't want someone to "rant" on their first post, doesn't mean that's how it should be. Instead, comment on what they have written, if you want, but leave their style alone. If you think it's somehow inappropriate, flag it. It's called freedom of speech.

Hi nel. My focus was on their abysmal customer service and not getting a call back. Check it out again and you will see what I said is that they have promised to call and have never done so. Since you asked though the customer service rep approved the return and sent me the paperwork to get it done- which was promptly returned and accepted by her. Her summary of to the whole exchange to the supervisors I continued to asked for after she went silent and missing did not include those crucial details. She said she had never agreed to any return when she had. I sent the documentation to the supervisors who promised to call. I went online and chatted and again they promised to call. I have emails from them promising a call. I have not brought up their return policies or that they should accept a return or not. All I’ve said is they’ve promised to call multiple times and have never followed through. That to me is the epitome of horrendous customer service. If you’re not interested in my post than move on to another. My intention is to share my experience so others wouldn’t suffer the same pathetic customer service.

This kind of thing is why I don't understand what kinds of things and why so much of it is now bought on the web. At this point it wouldn't surprise me if people are buying cars that way, sight unseen.

You bought it, you own it. Put it on Craigslist.

The manufacturer provides the warranty, the retailer doesn’t have service people and has nothing to do with repairing anything. If something doesn’t work, you deal with the service call through the manufacturer.

You’re comkainng about the wrong things, and about the wrong people. Start with the person in the mirror.

Many 'problems' involve the retailer. He doesn't throw something in a box, put it on a truck and disappear. After the sale responsibilities exist for mistakes in shipping, damaged product and missing components among other things. The customer 'trusts' the retailer to act in a professional manner to get an experience free from these problems. No one buys a wine frig with a missing hinge. And that doesn't change because you didn't unbox and exam it while the shipper was still there. The product ordered was not supplied. That is critical here. Your credit card company will remove the money from a Wheeler's account in a split second for that kind of performance. And that behavior- Put it on Craigslist-- will rightfully put her out of business in a flash. And good riddance.

I don't agree at all that the retailer has no responsibility after purchase. I would never buy again from such a store. And if help from a retailer is truly so rare, I should take the space here to commend House of Appliances in Delray, Florida, for arranging for me to have a new range delivered, without a delivery charge.

You want a response from a retailer? Get in your car and drive over to the guy you purchased it from.

Didnt do that because you wanted to save $1.98 by buying online? Well, that’s the cost of buying online drop shipments. They aren’t sitting there with a warehouse full of stuff to send anywhere. They get money and they electronically tell GE and Frigidaire to send stuff to a Delivery agent. The delivery agent waits until the right number of boxes arise and dumps it off in your driveway.

At no point does your sales person or the company they work for open the box, or even touch the box. You didn’t purchase that upgrade. You bought online. Not in a brick and mortar. If GE shipped them a fridge without a bin, or even a compressor, they aren’t going to go out back and hunt one up. That world no longer exists. It got sold for the privilege of saving $1.98.

You want 1977 back when Sears had warehouses of stuff and serviced what they sold? Not going to happen. Internet shoppers like the OP and everyone else in this thread have put such businesses out of business. You’re still acting like that obsolete model is how things work. It isn’t.

Y’all all wanted that great new world of internet shopping. You’ve got it. But you can’t have it both ways. You can’t have the concern and contact point of a brick and mortar at the other end of the push one button iPhone purchase. That fake concern has to route the call to India first.

The manufacturer’s warranty and local service provider is going to be the key to solving problems. The retailer never even touched the merchandise.

@Sophie, I guess I'm not as much as a naysayer in regards to shopping on line. Not sure what you have experienced, or if you are generalizing, but there are lots of options vs a warranty and service via a "fake concern in India". There are differences in how and where to source, quality of service and warranty and not to mention the cost savings and time/effort - by shopping on line. It still is up to the consumer to do their homework and I believe the advantages far outweigh the disadvantages. Over the last 2 years, we have bought a washer, dishwasher and stove on line and saved substantially more than $1.98 each...more like a couple of hundred dollars and there are lots of reasons why if you look down the chain/steps for a retailer. I was able to take my time in the convenience of my home (and I live in a big city and had lots of local stores to choose from, which others may not have the opportunity to do). When models were narrowed down, researched customer satisfaction on both the manufacturer and the supplier and BBB ratings. We saved on our first appliance by picking up at Sears when it was shipped to their store and although we were dealing with brick and mortar, they did not open the box first - who does is my question also. If you were referencing drop offs (vs in store pick up), we purchased our other items from Costco and the Delivery agent did not drop off in our driveway. We have never had better customer service and would receive updates on the status and all promises were met over and above. The two young struggling new comers to Canada, one of which could not speak English were outstanding, taking out of the box, inspecting for dents and taking away the box and the old appliance for free. "We" all wanted a new way of shopping - I personally am thrilled - gone are my days of trudging from store to store, being pressured by sales people whose lives depend on a commission, and then settling so that I could stop having to shop and pay more than I should in the end. Whether you purchased in a local store or on line, customer service via on line, over the phone or in person will not make a difference if the company is not reputable and the warranty is not sufficient.

The new fridge we bought in November 2016 at Pacific Sales (I actually went to the closest store location to buy it) after the freezer died in the old one was supposed to be delivered 3 days after the purchase, it wasn't and nobody from the store called to tell me there was a problem, I had to call them after waiting around all day and was told "oh, yeah the warehouse called us this morning...." - if they called them in the morning why was it after 5pm and me calling them!! Took two weeks for the fridge to finally be delivered, we spent that time buying ice for the travel coolers and eating takeout.

Thankfully the appliance purchases we've done for our new home through NFM (Nebraska Furniture Mart) have been hassle-free, delivery guys call when they're 30 minutes out as promised, get it out of the truck and into the house, install and take the old appliance with them when they leave along with any packaging trash. They do all this and the prices are reasonable. Pacific Sales pricing was okay, for California prices. Their customer service once the sale transaction is done, leaves much to be desired. And both are brick and mortar retailers.

I try to buy local and believe me, it's not that easy where I live. But, in the long run, I love the face to face customer service and the fact that I'm keeping our retailers in business!

The retailer buys the products, marks it up and makes a profit. One of their roles IS to be an advocate for the end customer - as they will have a more direct line to the manufacturer than the end user. I don't care if I buy something online or in person - the function of the retailer is the same.

They are still the same way or worse. I have been living in a nightmare trying to make things happen. Ordered a month ago & finally just decided to cancel because they never even charged me yet. THANKFULLY. I'd rather pay even 1k more just to not deal with their lack of a company.

Ashley, did you not google AJ Madison before ordering. Lots of negatives.

It amazes me that people don't do background checks on anything these days.

The internet is a great tool for this.

Before I buy any major purchase, I always google for reviews and make a decision.

Angel, I actually got tricked from the trustpilot rating. It is 4.3 I think last time I checked because after doing more research, they have a LOT of fake reviews. The sale was only for a short period of time and I was in a hurry because my kitchen was being installed soon and I was trying to finance and save some money at the same time. I normally research everything but this time, I did not actually click into the sites to check. Never again. Haha. I ended up ordering everything I needed from Home Depot for just about $700 more. But I trust them to communicate with me & answer my calls. I just wish AJ Madison would close. They only care about ripping people off & stressing people out. I just can't get over the fact that people are still buying from them. I wish there was a way to actually force them to close, they seem to never change.

Sounds like you didn't give them any $$, so be thankful for that. Lesson learned.

John Lee: I wish I'd seen your post before I ordered my appliances from AJ Madison. I am experiencing the same sort of poor customer service. It's extremely difficult to reach a human being. Calls get disconnected after lengthy hold times. Emails get ignored. On the rare occasion that I've actually managed to connect with someone, various people/departments tell me different things. I thought that going through AJ Madison would result in a better customer service experience, given that I initially had a local salesperson with whom I could communicate directly. But as issues and questions began to arise after the initial order was placed, she just shuffled me off to Customer Service where it has been an endlessly frustrating experience to try to get help.

P.S. It never ceases to amaze me how rude and dismissive some commenters are on here. I'm sorry that you received so many negative and unhelpful replies to your original post.

swimmer330 - I know of the best way to reach them but can't guarantee it will work since I did this last year, but if you call AJMadison to "place an order" with the sales team. YOU WILL REACH THEM. They do not want to lose sales so they were 100% reachable that way. After trying to reach customer service so many times and waiting for an hour + to be hung up on just... wasn't doing it for me so I found this out. :) There are some kind people working their sales that should be able to help you. But KEEP ON THEM if that one sales person isn't helping, try again and again until it's fixed. I hope you can get your money back because you will never see their appliances. Not sure they even sell real appliances TBH. Looking at ALL their bad reviews, doesn't seem like they are actually a company at all. Good luck!

Ashley S: Thanks for your suggestions. Like you said, I've noticed that it's much easier to reach someone through Sales because the company wants to make more money. Also, after scouring the internet for email addresses, I finally managed to reach someone in management. So far, the person that I reached seems to be trying to help. We shall see. The process has proven to be much more frustrating that I could've imagined. Not necessarily worse than any other big box appliance retailer, but also definitely not any better. Crossing my fingers that my appliances actually arrive and function properly, because I can't imagine what it will be like if/when I need to contact them for service/repairs ...

***STAY AWAY FROM THE COMPANY*** UPDATED REVIEW About a year ago a had a super experience with them (read original review below). Placed a second order with them now and its been a disaster. Waited home all day multiple times and they dint show up. Customer service is terrible. Was firced to use a laundry mat for weeks. Cannot be trusted, disrespectful and unreliable. I STRONGLY SUGGEST YOU SHOP ELSEWHERE.

Yes stay away from these

Bad experience with these guys, won’t use them again. We purchased an appliance (induction range) and found out before delivery that it wouldn’t work in our apartment. My bad for not understanding this in advance, or for seeing the fine print about the 35% (!) restocking fee hit for canceling the order. But they wouldn’t even work with us to apply a reasonable share of the price we paid to purchase another product from them instead. Just basically told us we’re out of luck. Absolutely their right, and fully disclosed, but seems like really bad business to lose a customer through zero flexibility and understanding. Obviously won’t buy anything from them in the future. Learn the lesson from me: do all your homework, double-check your measurements and installation requirements, and check with your building superintendent before you buy a new appliance. Otherwise, at least with these guys, it will be costly and they will take your money and won’t try to help you out in any way. Thanks for nothing AJ Madison.

Remember “Crazy Eddie“? This is Crazy Eddie, 2.0.