On August 22, 2012, I called Appliances Connection to place my order for all of my kitchen appliances. On that call, I specifically asked the agent, Adam, if there were any specific electric requirements for the oven I had chosen. He told me "no, you can just plug it in!" I explained that I had a gas range and I had heard that there might be some special type of electric wiring for the 2-level range I had chosen. He assured me that there would be absolutely no issue.
I decided to utilize the financing partner for appliancesconnection.com which happens to be GE Capital. I was issued the appropriate credit and the transaction was relatively seamless to this point. I was told that the refrigerator I had chosen was back-ordered and was given an estimated date upon which we both agreed. I was very pleased to find out that the refrigerator arrived earlier and my installation was scheduled for September 10th!
Appliancesconnection.com uses a third-party shipping/delivery company. The men arrived at 9PM on Monday evening , September 10th and were extremely professional and courteous. When they were unpacking the oven, they informed me "we have a problem". This was now almost 10:30 PM! I thought they were kidding when they told me that the oven, that I specifically inquired about, required a 220V connection, which I did not have! So I had this beautiful new range that I could not even use to boil an egg!
Since it was 10:30 at night, I had no one to call! The delivery folks are contracted and they had no choice but to leave the range and suggested I phone appliancesconnection.com in the morning. First thing in the morning, I phoned them and, after an extraordinary hold time, I was connected to an agent who went so far as to accuse me of not phoning them right away when the delivery was being conducted -- since they are closed at 5PM, that, of course, would be completely impossible! She offered a completely inane solution: appliancesconnection.com would "waive the restocking fee" and I would be responsible for packing up this multi-hundred pound range AND finding a trucking company to come to pick it up! I repeatedly asked to speak to a supervisor. After about 30 minutes of escalating speech volumes, she told me that I would be called back "later today".
Well over 24 hours later, I received a call from someone who was a "manager". He was empathetic with my situation and said that he "did not want an unhappy customer". I told him that I had called an electrician to assess the situation. The electrician was coming over that evening. The "manager" assured me that he would call me by 10AM the following day after he determined what could be done and I had an idea of the cost to add the required 220V line.
My electrician was able to rectify the situation for $200.00, which was a highly discounted rate because we are friends. Other estimates were between $400 and $500! I was relieved that I was now able to use my new stove and assured that I would be receiving the return phone call the next day.
Two weeks later, when I still had not heard back, I decided to phone. I was put on hold for 30 minutes, transferred and then hung up on. Then I phoned back and was put on hold for 45 minutes, transferred to a dead voicemail and then had had enough!
I phoned GE Capital and opened a dispute for the amount of the range ($1600.00). Please note that all I wanted was a return call from the "manager" to propose that appliancesconnection.com credits my bill by the $200.00 I had to pay the electrician.
I received numerous hang up calls on my home number, which I specifically requested appliancesconnection.com NOT use. There were no messages. Then I received a live call on October 19, while in route to an international flight. I asked the agent to kindly return my call on 10/31 when I would be back in the country. Instead, they phoned on 10/29, when I was not even in the country. I received an e-mail. I replied to it 2 times and no response.
Today, I received a letter from GE Capital along with a letter that is allegedly from appliancesconnection.com. It is hand-written. The explanation of what transpired is not accurate. GE Capital denied my dispute and closed the case!
To be fair, the appliances I received are beautiful and the installers were incredibly professional and polite. However, the avoidance tactics of appliancesconnection.com and its inaccurate explanation to GE Capital have forced me to tell everyone to NEVER EVER EVER purchase anything from this company. How sad that a simple fulfilled promise of a return phone call and an issuance of $200.00 credit (not asking for one penny beyond what I actually had to pay) would have made me a repeat customer! Shame on you, appliancesconnection.com!