"Ordered some water and ice filters from Appliance Zone. They never contacted me about the order. Only PayPal sent me confirmation of payment. I never received the order and still have not. Live chat with customer service consisted of supply me with invoice # which I was never sent. They were able to locate order using my email address and said it had been delivered citing US Mail delivery confirmation. I asked for help in locating package and was refered to web site with no human feed back. Bad experience.
They had the best price on what I was looking for but if you don't receive the order what good is that? Now I get to fight the US Mail about the lost package and in the mean time I need to order the filters again. I will use some other supplier! "
"One of the worst experiences I have ever had. Appliance zone looked up a part incorrectly and sent me the wrong part. Then they did not want to process a return saying and suggested I try to sell it on eBay! Stay away from these people."
"I had a horrible experience with these people! I had to email them and live chat for 6 weeks to get my order. They don't offer phone service, if you email them you have to wait 24 hours for a response that may or may not take care of your problem. I finally had to threaten them with the BBB to get my last part sent to me. I would not recommend them unless you have hours to burn on email and live chat."
"I ordered a part through the chat service, was given a link and clicked on it, paid for the part and had it overnighted. the part arrived and it was the wrong part. did the chat thing, they told me to fill out the form, i did that got a couple emails right away, even got one with all the chat from when i ordered it and it shows that we had the correct part, but somehow the wrong part was sent. they said in the email they didnt know how it happened but that i could return it. funny thing is that they had me pay to return it. so not only did i pay for overnight on a part that they sent which was wrong, i then had to pay to send it back. they have no phone number to contact them, i think its crazy and will file a report with bbb, and find every site i can to let people know its a scam. they should be responsible for the return when they sent the wrong part. and show refun me in full. i was not at fault at all. only mistake i made was ordering from this company. PLEASE BEWARE! DONT LET THIS HAPPEN TO YOU!!!!"
"My credit card was charged on 10/5/11 with ETA of mid November. I did not hear a thing about my order so I contacted the live chat. I was told at that time that the ETA was again change to January. As a small business owner, I was left feeling uneasy about this. First, most credible companies don't charge your credit card until the item is ready to be shipped. Second, I had to contact this company to see what happened to my order and only then did I find out that the ETA date was changed. Third, I paid for the item over 2 months ago and should have it plain and simple. Very poor business practices.........
"
"A horrible first and last experience! I ordered a heating element for my dryer andwhen I received it, it was the wrong part (even though live chat confirmed that was the one I needed). I sent the product back and followed the return instructions completely. The website says refunds are received within 2-3 weeks. I waited and waited and after 2 weeks, I spoke to them to find out what the status of my refund was. They said it is currently being processed by our credit department. So another week went by and I spoke to them again...same answer. It has been well over 6 weeks now and I just received my refund. Unfortunately, I was not refunded the correct amount. I had to pay shipping to return it and was not refunded for that (I'm aware that it says that on the website) and live chat said they also deducted 5.00 for a processing fee (there is no mention of that on the website). With that 5.00 deducted and shipping not reimbursed, I should have received 19.21 back and instead, received 19.12 back. I'm not fussing over the few cents, but I am upset with the whole process and wonder if they do this on purpose. They definitely take advantage of their customers. I will NEVER order from this company again and have told all my friends and family about my experience. "
"Wrong parts, refuse to refund shipping, no response from supervisor or CEO to my communication.
My response to the customer service "answer" below is: If you are in the business of supplying parts to customers, it is your responsibility to be certain the info you are giving customers is current and correct so the customer can select a part with confidence. After the debacle with your company, I called the manufacturer's recommended parts supplier. That firm had up to date information that told them the diagram was WRONG, and gave specific information on what the correct part numbers were. If they can provide the customer with this information, you should be able to provide that updated information too. No customer would be able to select and order the correct part from the diagram you supplied. Therefore I believe it is your company's responsibility to pay for the returned part and the shipping involved for both directions. Thus far, I have received NO MONEY back, even though I returned the first wrong part, following your convoluted return requirements that are NOT completely and clearly provided on your website. I had to PUSH to get all the requirements clearly stated by your company via emails. The parts I received from your company have not been used, because they were wrong, the parts were repackaged in the same box and material that you used to send them to me, the copies of the return authorization and the shipping/ordering info were included inside the box, and the return authorization was used on the outside of the box. I also made sure I had a tracking number so I know the part was delivered back to your company. Why have I not received my first refund, including shipping fees? When I receive that full and complete refund including shipping, I will consider the complaint finally handled in the proper manner.
My original post about this:
I have been given the run around by this company, and I have copies of most of the emails and chat conversations to prove it.
I wanted to order a refrigerator door adjustable bin that would fit in the middle/upper sections of the door. After an online chat in which I clearly described what part I wanted, the company person with whom I was on chat supplied me with a diagram from which to select the part, and I ordered what appeared to be the correct bin. When it arrived it was NOT correct, as it would only fit in the bottom position on the door. Further chats and emails resulted in a refusal to refund the shipping fees, incomplete directions on how to return the item, (I pushed for full and complete instructions, and followed them to the T), and am now waiting to see if I ever get my refund on that part. I was told by another company person on the chat function to order a different part number from the diagram, and if that one didn't fit, I would be refunded the cost AND the shipping. When it arrived, it was identical to the first part, but had a completely different part number and was shown in a different position on the diagram. When I contacted the company to arrange to return the SECOND part, I was told shipping costs would not be refunded, in spite of the fact I have a copy of the chat that says it will be refunded. When I asked to speak with (or chat with, as they do not have phone contact available) a supervisor, I was given an email address. I wrote a note and sent it to that address, and still have had no reply from an upper level supervisor. I also emailed the CEO of the company, and he has not responded either. Thus far, I have spent over seventy dollars for wrong parts and shipping, received no refund or acceptable customer service regarding the incorrect diagram that resulted in ordering the wrong part per the information they provided, twice, and no response from any upper level supervisor or the CEO. After looking online, I now know this company is notorious for scamming customers with wrong parts, refusing to refund shipping fees, and using a convoluted return policy that is not completely and clearly explained to the customer on line or by chat. I had to really push, using several emails, to learn EXACTLY what they want you to do when returning a package. And I still have not heard from them nor received my refund on the first returned part. In the meantime I have contacted the manufacturer recommended parts person, and got proper assistance."
"I couldn't be happier! I ordered a gear & a retainer clip for my KitchenAid mixer. I placed my order on a Thursday and with standard shipping I found the parts on my doorstep Saturday morning.
Other reviewers said they were disappointed because the items they ordered were out of stock, but I contacted them using their live chat and they were able to verify that both of the parts I needed were in stock before I placed the order - Nice feature!
The only constructive criticism I would have is that an email to let me know it had shipped would have been nice. Otherwise, it was a fantastic buying experience."
"Waited a week after ordering, finally "live chatted" with company and the order was discontinued. Elizabeth was nice enough, not her fault, but the companies policies on refunding leave a lot to be desired. They charge your card immediately, instead of waiting to charge until the item is packaged to be sent. If they don't have it, they don't refund your card for another week. They wouldn't have ever done it, unless I called wondering what happened to my order. Immediate money in their pocket, waiting two weeks in mine. PLUS, I needed this for Christmas, and found out two days before that I'm out of luck. NOT happy. Finally, I ordered a 1/2 inch rubber foot, they sent it in a 7x4x6 box...Fed Ex. Really? Waste of shipping costs too."
"Ordered something from this company, and they had no problem taking my money. The problem came when they failed to notify (at time of purchase, or any timer thereafter) that my part was on back order, and would not be available until much later. I had to contact them with the "Hey, where's my part?" line before they ever said "uhh, it's on back order, sorry..." The customer service person was rude and not helpful at all. I canceled my order, now we'll see if I get my refund or not..."
"Do NOT order from this company. I ordered a handle for my refrigerator on 12/2/2011, expecting delivery in 3-5 business days. After 6 days with no package and no email, I contacted their live chat and was told item was on backorder till Feb 2012. No notice was given on the website, or when I placed the order, or when I received email confirmation of my order.
After looking over the reviews....this seems to be a common occurrence. It appears their customer service has time to respond to blog reviews, but no time to send an e-mail telling the customer the product is back-ordered for two months. My mistake was not doing my homework and reading the reviews ahead of time."
"I have been buying products from appliance zone from last 2 years because of their high-quality service and products. They have a great resource, perfect customer service. The most important thing is they always try to solve the complaints of customers as soon as possible."
"I would like to thank David H. for his assistance in locating and gettin the information to return and reorder the correct part. I would recomend to furture customers to use the live chat to get help to locate the correct part numbers needed prior to actually ordering the parts. "
"ApplianceZone was the cheapest in my internet search. I recommend them. They were professional during the ordering process. "
"Very disappointing. Ordered something expecting it to ship right away. I chatted with them 10 days later because I did not get an update. It turns out it is backordered for 10 more days. I wish I would have been told when the order was replaced or any kind of update. I don't plan on purchasing from them "