"Worst customer service ever. Not given what rep told us we would receive, and company completely unwilling to make it right. Will NEVER use again."

"I have two orders from Small Appliance, and will use them again for repair parts. I purchased two parts from them. The second part order did take four months to arrive, however there was no other source for the part. When the part did ship, there was a problem, and SmallAppliance.com shipped the part a second time, at no additional cost. The full review is below.

My wife is a quilter and has a Rowenta DG8030 Steam Generating Iron with boiler. The Rowenta 8030 is used by many quilters for ironing fabric because the separate boiler is very effective for making reliable steam. The DG8030 stopped generating steam. I took it apart and it appeared that the steam generator was broken. When I shook the boiler, I could hear something rolling inside. The cost of a new iron is about $300, and a replacement boiler is ~$90. I ordered the part, and some other accessories (Rowenta "Sole Plate" cleaner) from SmallAppliance.com. I think that it took about three weeks for the boiler to arrive. By replacing the boiler, the iron now generated steam again. As I was testing the Rowenta DG8030, I noticed that the sole plate (sole plate = the flat bottom surface used to press against fabric) on the iron was not hot.

After some investigation, I realized that although the DG8030 was generating steam, the sole plate was not getting hot. Also, the steam did not appear to be shooting out of the bottom of the iron.

I tried using a multimeter to determine why the sole plate was not getting hot, but my electrical technician skills are weak. I looked at SmallAppliance, and ordered a replacement "steam iron" part Rowenta CS-00113181. This is the upper body of the iron, including the sole plate.

The bad news is that it took four months to arrive. Each month I contacted customer service, they replied that it would be 3-4 weeks, and every three weeks, they would reply "it will be another 3-4 weeks." After four months, I did find the part at Sears.com through another reseller, however when I found the part at Sears.com, the next day SmallAppliance.com had the part and shipped it to me.

It was a frustrating four months because of the inaccuracy of customer service concerning delivery dates.

Since the part was to repair an item used as a hobby, it was not critical, and my wife purchased another iron that worked, but is not as nice as the Rowenta 8030.

When the product was shipped and arrived at my business address, for some reason it was rejected and returned to SmallAppliance.com. I contacted SmallAppliance.com to see if I could get the product re-shipped. The SmallAppliance.com Customer Service Manager called me and said that they would re-ship it, at no cost, but wanted to make sure of the address. I had them ship it to another address. I finally got the iron, the parts easily connected, and the Rowenta DG8030 is now working again. My wife is very happy.

Overall, I am very satisfied because I am able to buy hard-to-find parts for an expensive iron. Even though there is a long wait, I will definitely use SmallAppliance.com again. "

"I ordered a replacement top for my Krups Mini-chopper. The item was in stock and shipped immediately. Received email confirmation when I placed the order, and when the item was shipped with tracking number. Great price and great service."

"Poor Buisness ethics. Placed order to find out it was on back order. A month later no part, no follow up, just told if I didn't want to wait I could cancel the order. She told me to call back next week to find out if they had it then. Very poor customer service. If you have the option, go with a more honest company.
"

"This is not a particularly honest company. I'm on the phone with them now, getting the runaround from the Alicia mentioned in one of the other complaints. I bought an item, realized that I had ordered the wrong item, and was told if I sent it back I'd get a refund. I sent it in the box it was sent to me in, with all of their original packaging -- and was credited for $4.11. The cost of the item was $19.99. I realized after I mailed it (marked with the RMA the way they requested) that I had not put the original bag it came in in the box, which they say will incur a 50% restocking fee. Well, $4.11 isn't close to 50% of $19.99.

I've offered to fax or mail the invoice to them, but I can't get through to anyone there but Alicia. I keep getting a voicemail for a Rory, who for two days in a row hasn't been available or returned my calls.

*** edit: Rory just returned my call. He seemed reasonable, but no dice on getting a bigger refund. ***

I am fairly certain that there are only two people in the company, Alicia and this Rory. I asked Alicia if this was the case, and she refused to answer. I asked to speak with another person, and she said that she was the only person there I could talk to. You figure it out.

I'm going to be talking to Amazon about this. They need to drop this company.

Stay far away from SmallAppliance.com"

"Very bad. The return policy is actually a "no return" policy". An error was made on our order and we can't get a reply from the company or an RMA for return (2 requests submitted)."

"Worst company of all time. They only sent me half of the order I purchased. When I called to let them know the customer service reps were very rude to me and did not help at all - they just kept said they would call me back. After calling a 10th time I asked to speak with a manager and they told me no manager was in they day. Clearly I was getting the run around. This company is a scam - do not buy from them unless you like throwing away money. I ended up having to submit a dispute with my credit card company who luckily took care of me."

"

Horrible! Horrible ! Horrible Customer Service!!!

DO NOT BUY ANYTHING FROM THIS COMPANY!!!


I placed an order for a 60 oz Jar Cuisinart Blender model : SB 5600 as advertised in this company Web site. The item that I received was a 40oz jar this jar does not fit in my current model and also has some scratches on it. I contact their customer service and I was told to send some pictures of the Item received. I sent those pictures but did not received any feed back from the person in charge to solve the issue, her name is Alisha. After a week I called her and I asked for refund and she said that was no manager or any other person that could solve my issue. I am very disappointed with the service of this company.



"

"Ordered a replacement Carafe for my Cuisinart coffee maker.

Arrived quickly, well packaged, perfect replacement part. "

"This store is GOD-AWEFUL~! What a horrible experience~! DO NOT LISTEN TO THE PERSON ON THE PHONE. The rep told me one item would replace the one I was looking for. I checked online and ordered it. When I received the item I saw that it would not fit and was the wrong item. I tried to return it explaining that the customer rep told me it was the correct replacement and the website indicated the same. They checked the website and said the website said no such thing. I come to find out the website was updated and the information was changed. I figured this out by checking my computer's cache memory of the website so the company forced me to send a fax of the webpage as I saw it. Then they finally agreed to refund my item. I am awaiting my refund as we speak....."

"I am very displeased with the the quality, timeliness, and courtesy of their service. I ordered Norelco replacement shaver heads and one was deffective, causing the shaver to stop. Their response was "We've never heard of this before" said as if I was making it up, or that my shaver needed their repair service. It worked fine with the old heads. I was told they would have to refer this to a manager. They refused to take the defective part back or replace it, and have since ignored my request for information on how they handle defective parts. Beware if you use them. "

"Misleading website.
Cheaper parts listed first, thus incorrect ordering occurs. When yopu try to get correct part, you are forced to pay shipping costs again.
RUDE personnel.
100% satisfaction is A JOKE.
DO NOT ORDER FROM THIS COMPANY"

"I quote my complaint to the BBB (6/5/07);
"received product destroyed by USPS in transit. Called vendor to resolve. Advised by Turnpike Appliance personnel that it is company policy that I cannot even talk to customer service until a minimum of 24-48 hours has transpired.
Today (6/6) I called since they had not returned my call within 48 hours again a my expense. Customer service does NOT have a toll free number. Their toll number is for sales ONLY. Advised to return package for their inspection. All this over a $20. glass coffee carafe. Not wanting to wait any longer, ordered item from another vendor. Informed Turnpike Appliance (AKA Small Appliance.com)to credit my account; still shipping cost and telephone charges are out of my pocket; they're probably more than the price of carafe!"

"I ordered a Kitchen Aid Pro mixer 1 week before Christmas. I agreed to pay the expedited shipping (only $4.99) to get the package in time. My order shipped promptly and I receieved it on the 21st. I am very pleased with everything and would definately buy from them again."

"ordered a replacment shaver cord, arrived in a reasonable time. No complaints."