"Appliance Zone ,where do i start . Well lets see first there isnt a phone # to speak to anyone, its all done througe email. I ordered a part to be next day air for $25. The next day they sent me an email that it was going to be an additional $45 !!!! to ship they should have told me this BEFORE I placed the order . Sounds like the old bait and switch. So I emailed them back to cancel the order. another day goes by before they respond! Did I mention I needed this part in one day? They said they would refund the purchase but it would take one or two weeks to credit it to paypal.WHAT? This place is like a bad dream,(two weeks?).I dont know if thier customer service center is trying to break new ground by not having a phone number, but let me tell you if your having a problem and you have to email back and forth for two days because they dont get back to you your not going to have very many customers. With all the competition on the internet you would think this place would care a little more. In sum stay away from this site"
"Appliance zone has great customer service and very helpful live chat.(Casey)
However, the prices seem to be astronomical and there is nothing to indicate that the product which they sell is any better than that which is available elsewhere."
"This is the absolute worst experience I have ever had in dealing with on online seller. I selected a WHITE part pictured directly from their website and, when the part came, it was black not white as pictured. I sent them numerous e-mails, with their response being you should have chatted first with us to make sure the part was white. Shouldn't someone have written me first to see if it was O.K. to substitute black for white? This was absolutely their mistake but they refuse to refund shipping charges and also charged a restocking fee of $5. What a racket!"
"Excellent service and prompt response. Courtney B was very helpful with updating my on-line order as requested.
Paulette Lewis
NC"
"I recently ordered part# 316418305 and paid for express shipping. At the time I placed the order their site showed that it was in stock. Now I am told by Jordan, their chat guy, that the part is on back order. Also, Jordan does not seem to know much about order cancellation procedures. Overall my experience with this company has been very poor, if this is how they treat first time customers, they will not be in business very long. Please note that I have run my own business for over 12 years serving manufacturing companies in an area covering New York to North Carolina to Indiana and will definitely tell my customers about my poor experience with their site."
"Have used them twice and it has been wonderful. Kerri was a great help in trying to help me find a part that she found to be discontinued."
"Good prices and fast service (FedEx for $6.95). This is my second order from them and I am very satisfied."
"my experience was nothing less that stellar. I know this is going to sound like B.S. but i just finished installing my part (oven ignitor for a tappan gas oven) that I got from appliance depot for 17 bucks (local appliance store selling for $78.00!!!)
it came in less than 5 days, was in a tappan carton, with instructions (didn't need those!)
mind you I am mechanically inclined and was not in need of technical assistance, but... i immediately went to the computer to seek out a place i could write a good review! and I have NEVER done that before.
I manage a construction business and know how hard it can be to keep overhead low enough to offer a low price (which everyone demands) and yet still keep customers satisfied with quality (which everyone demands) something has to be sacrificed. At appliance zone it appears that the tech's are the sacrifice, offering you a message board instead of a phone number. well since i didnt need tech help, I am completely 100% satisfied.
and now my wife gets to reward me for my hard work ;) see ya!"
"Order placed 10/23 and paid immediately by PayPal. It is now 11/8 and I've not received merchandise and have not received any type of update via email. I contacted appliancezone via the chat feature this morning and was informed that 1 of the two fridge crisper drawers had an ETA at the appliancezone of 11/9 and the other crisper drawer had no ETA. I have just requested cancellation...we'll see what I get for a response.
I don't really mind waiting a couple of weeks, but payment was immediate and I'm still wondering if/when parts will arrive. I chatted online before ordering and was given no indication the parts weren't in stock.
I will follow up on this positive/negative pending company response.
UPDATE: Received the following email response same day that refund will come in 1-2 weeks (Paypal payment was immediate). Will follow up in this posting once refund is received.
From: Appliance Zone CS Pamela A.
Date: Tuesday, November 08, 2011 5:51 AM
To: [removed by me]
Subject: Re: Order Cancellation
Good Morning
We sincerely apologize for the delay. This order has been cancelled and will be forwarded to the Credit Department to credit your account. This process is normally done within 1 - 2 weeks and you will be notified via email once a credit is applied to your account. Please let us know if you have any questions or concerns.
Thanks
Pam
******
11/9/2011 follow-up
While I remain unhappy with the shopping experience, readers of this review should know the PayPal refund was credited today. It did not take 1-2 weeks. Thanks, ApplianceZone for the refund.
"
"Appliance Zone sent me the wrong part then said that in order to return it I'd need to pay for the return shipping + restocking fee. I've filed chargebacks with my CC company. Upon requesting an address to return the part to, they make you fill out a form & wait up to 24 hours. Seriously, go to SEARS, you may spend a few extra bucks, but you'll save lots of headache. Also worth noting most of the positive reviews of this company come from users with only one review; I'm guessing they come from ApplianceZone staff.
In reply to Appliance Zone's reply. This was the second attempt at contacting you as per instructions by my credit card company. You can post chat logs all day. It still doesn't change the fact you sent me the wrong item, asked me to pay for return shipping, and pay a restocking fee. Additionally stop posting my name, order #, and credit card information on public websites.
Reply #2: I can do this all day. You can claim I never contacted you in April all you want, but the fact remains is that you offered a return only if I paid for shipping & restocking. You still have not removed my personal details below. Your company has no phone support & your "live chat" support is terrible. I have asked for an address to mail your part back over 10 times with no address provided. What sort of customer "service" is this? You've made it difficult to contact your company, not given the information that I've asked for, and potentially exposed me to identity fraud.
Reply #3: Showing both sides of the story? Why haven't you posted the chat logs, where you refuse to provide me an address to ship to?? I'm forwarding my experience with your company to the FTC. I sincerely hope they put you crooks out of business.
Reply #4: No error on your part? You sent me a self that fits in the fridge part of my refrigerator. I ordered a part for the freezer. I'm sure MY credit card company agrees with you, that's why they're helping me. Your sales numbers are mean nothing to me. My experience should be a warning for anyone considering doing business with you. The majority of your "positive reviews" still come from members who have one review and have only reviewed your site; and in my experience, are most likely bogus.
Reply #5: A) Of course you're working with my credit card company; if you didn't they'd drop you as a client. B) You were contacted in April about the wrong part (you sent me a shelf for the refrigerator section when I ordered a shelf for the freezer) you sent; and asked me to ship back at my cost & pay restocking fee. C) The only reason you're "accepting" this return 6 months later, is because if you didn't you'd risk loosing the opportunity to continue business with my credit card company. D) Your post is dated November 20th, where you state "I do not see what more we can do for you. All you need to is return the merchandise and the chargeback will be closed. Until then the credit company will continue to defend our company for this case." Really? The tracking information shows the product was received by RLEWIS on November 9. Why hasn't this been closed??? E) Why do you keep stating that I have your email? I have no intention of contacting you further; you screwed me. Deal with my credit card company. F) YOU ARE THE SCUM OF THE EARTH. Continue posting fake reviews [to hide my review] till you go out of business."
"This company is the ultimate rip off! The responses you see pretending to address bad experiences are fake! There is no Kari Allen.....just try to email her at the address she provides ****@****.
The five star reviews are falsely written by the owner and are not legitimate.
They do not provide a phone number! EVER!
Their ONLY tech support is a forum they refer you to!
I ordered a part and it does turn on and off but it overflows my ice maker and my freezer is now full of ice and water. They will not help!
UPDATE! Note the comical response below! These people believe that making you sign up for their "user" forum constitutes "technical support". They refuse to provide any level of help with a problem. I tried to contact Kari who "supposedly" exists and got the following:
Your message did not reach some or all of the intended recipients.
Subject: Help
Sent: 10/25/2011 1:18 PM
The following recipient(s) could not be reached:
****@****.' on 10/25/2011 1:18 PM
501 5.5.2 RCPT TO syntax error
==============================================
In conclusion, you can find hundreds of rip off reports about these people and a few "5 star" reports! I wonder who at ApplianceZone is responsible for writing the false 5 star reports?
"
"A month ago I ordered a part from Appliance Zone, part # Stove/Oven/Range Round-Style Ignitor - WB2X9154 They sent in error part # Stove/Oven/Range Bake Burner - WB16K6 in spite of several e-mails pointing out their error this problem has not been resolved.
They have no phone numbers so there is no way to speak to anyone, the people who answer the e-mails are quite belligerent and don't admit their error, in spite of the fact that I have the order numbers and e-mail messages that have passed back and forth.
I would not recommend this company unless of course you want to waste several hours sending e-mails to people who don't or won't read them properly"
"Awful! My worst online shopping experience in a decade. They lie about merchandise being in stock, they take your money immediately anyway (charge the credit card, continue to lie as you follow-up on your missing order that you paid extra for expedited (they said "it's shipping out today" for 3 days), and then when they DO ship, they DON'T ship expedited, and refuse to refund your additional payment! I can't believe they have a single return customer."
"During a weekend I ordered a part for my GE oven and two hrs later canceled the part. They told me that they cannot stop the shipment. They told me to not accept the shipment and I would be credited back the order. Did all that and then they charged me 25% or $40 for shipping costs....because their operations could not handle a cancelation order (on a weekend) BEFORE the part was shipped!
Terrible service, highly recommend people stay clear of this supplier. Once you hit the order key, even on a weekend, they have no way of accommodating any changes. "
"I purchased a Swift Green water filter for a refrigator which did not fit. They agreed to exchange it for a factory filter and issued a return authoriztion after I purchased the factory filter. After returning the filter they refused to refund my money. They don't accept items that were installed. How would know it doesn't fit if you don't try to install it. Beside that the person who approved the return knew I tried to install it. Their answer now is to ignore me. Swift Green's answer to my problem was that they do not deal with the public. Avoid them both as far as I'm concerned."