AJ Madison

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

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 *******645) 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.

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!

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.

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.

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.

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.

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.

Never again.

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.

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!

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!

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.

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.