"Ordered plasma TV. US Appliance had GREAT price and shipped promptly. However, shipper they use has been very slow. (Appears that TV arrived in Dallas, but evidently will sit there for a week until they have a truck going to my part state.)

Also ordered blu-ray dvd. GREAT price again and shipped promptly double boxed. For that item Fedex was used and it arrived quickly. "

"SHORT VERSION
First time US Appliance customer. After researching customer reviews deeper, I cancelled my order within 48 hours of placing it once I realized my item was most likely not in stock, and before our card got charged. No hassles, no harm, no foul.

DETAILED VERSION
We found US Appliance a couple weekends ago while shopping the net for kitchen appliances, and also noticed they were advertising special pricing on Weber grills through 8/31. The price was definitely lower than most places we'd checked with. I was aware from reading their general Shipping Times info that the order could take possibly 3-4 weeks to be delivered (though outdoor gas grills was not a defined category for timeframes). Initial research about the company seemed favorable.

8/30/2010 (Monday) approx 6pm (EDT)
We ordered a Weber Summit S-670 Natural Gas grill via online order. We received an email order confirmation shortly afterwards. I *RUN* our mail server, so knowing whether incoming and outgoing email was delivered or attempted is simply a matter of checking the logs. :)

8/31/2010 (Tuesday) approx 2PM
After seeing no invoice/receipt email, no new activity on the order at the order status URL, and no calls from US Appliance, I sent an email to their help@ address to ask a few questions (stock status, delivery timeframe, options if order arrives damaged, etc.). I wanted to have these answers *in writing* before my 48 hours to cancel without penalty was up.

That evening I started researching customer reviews a little harder, and realized from those reviews that they most likely did not have my grill in stock (there was no "this item usually ships in X - Y days" for my grill - or any of the other Weber grills I checked). I also found a known/trusted vendor who had the item in stock for a bit higher price.

9/1/2010 (Wednesday) -- 8:37am
Roughly 39 hours after ordering -- still with no invoice, email response, calls, or other activity besides an authorization transaction on my credit card our bank told us about. I decided not to "go down this road", since it seemed quite likely from reading reviews that my card was about to be charged without a certain stock/ship status/date. So I called and spoke to a customer service rep to cancel the order.

The rep was polite and did not give me a hard time or otherwise try to talk me out of cancelling the order. He said the order had not been processed or charged yet, and there would be no problem cancelling it. Received cancel confirmation email within 2 hours.

I won't trash them here, as I can't say they wronged me in any way. I asked to cancel, and they let me cancel with no grief.

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UPDATE (9/1)
I got a polite reply to my email inquiry from Carla, a customer service supervisor. She said she was checking on stock and ship times and would have to get back to me (likely, a confirmation they did not have it in stock). I had already cancelled at this point 1-2 hours before.

She also answered my question about whether you have the option to refuse damaged shipments. You do have that option, but details of how things go from there were not provided.

She also said that the carriers they use DO have lift gates to lower your items safely to the ground for curbside delivery. I didn't see this stated on the site, so I asked.

Another important item -- she said that the delivery driver will *NOT* wait while you inspect the product OUT of the box if you only order standard delivery service.

I am glad she responded, even though I did cancel, as I now have a better idea of what we'd be facing if we ordered from them in the future (and we still might). Even after replying to thank her for the information and let her know we'd cancelled, she responded again and wished us happy grilling regardless of where we bought our grill. That impressed me.

--

RAMBLINGS
The part about standard delivery is a little scary. How can you know for sure whether something is damaged or not (and otherwise what you expect) without looking inside the box? Things can get jostled around inside, bent, dented, or broken without any visible clue on the outside of the box. Evidently it happens all the time...

I'm not sure paying another $90 for white glove delivery service so the driver will stick around for 2-3 minutes while you look inside the box before you sign off on a good delivery is worth it. It MIGHT be worth it on a larger order (multiple items), but on a single item delivery, I can't justify it when I don't need (or want) them to bring it into our back yard for us. I just want to know for sure that my order arrived unmolested.

The thing to remember is, once you sign that chit without noting damage on it, if you find something damaged after they're gone, the freight carrier is VERY likely going to say something like "Not our problem. It was OK when we delivered it. The customer signed off without noting any damage."

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PS (9/3):
The vendor I ended up buying from used Manna as the freight carrier. It has already shipped, and delivery is already scheduled for Wednesday 9/8. It took them less than 48 hours to put my grill in the carrier's hands. Manna's bill of lading has a specific item in the customer checklist you have to sign off on, asking if you opened the box and inspected the contents -- and advises that you waive all rights to damage claims if you check NO. This is with their *BASIC* (Threshold Plus) delivery service, not white glove service! Evidently not all freight carriers are the same.

The difference in total cost between ordering from US Appliance and the other vendor was less than $200. Both offered "free" shipping, but a certain stock/ship status, and a carrier that (apparently) encourages inspection of the box contents before they leave is worth it to me."

"Order came today, 11 days after order date. The price was right, the delivery charge was right, and the appliance arrived in good condition. All in all, a good experience for us. "

"Putting the order in was smoothed. However, after ordering I was contacted to tell me that they cannot deliver one of my requested items due to distributor agreements. Why did they let me put an order to begin with?
For the other item, they took 2 weeks to ask me if I wanted to opt out of white glove. Once they reach me they process the order which will take another 3 to 4 weeks. Why they did not contact me earlier?
The people on the phone were courteous but not all of them knew how to handle my questions.
Thus, the process has not been as smooth as I have expected based on prior comments."

"The prices and selection were great. Ordering was very easy. I am currently waiting for delivery. I am very pleased with the process. I will edit this review once order is received."

"Great merchant, 5-Star customer service rep's, top brand merchandice and best pricing I found on the net.

I highly recommend this store."

"US Appliance is a great on-line store to purchase appliance parts you are unable to obtain from other stores. The item I purchased was a part for an LG Dryer. I desperately needed to obtain this part since I am moving out of a house with Natural Gas into a house with propane gas. Even the local authorized LG appliance repair shop was unable to obtain the part. Thankfully US Appliance was able to sell me the part and deliver it to me within 8 days. The only part of the process that could have been improved was the shipping, which uses FEDEX Smartpost. The internet if filled with negative comments about using Smartpost. Fortunately I was able to get the part I ordered in 8 days since I live in NY State. I would suggest that US Appliance offer an option of allowing the customer to select the form of shipping, other than smartpost, even if they had to pay for it. Other than that, I am very pleased with US Appliance."

"This is an awesome company to deal with. They provided a no hassle return!"

"The items were received in a timely manner.
There was a problem with the refrigerator but that was promptly taken care of. I am extremely pleased with my purchase and will certainly recommend US Appliance to all. "

"I bought a Sony BluRay player at by far the best price on the web, but mistakenly exchanged the shipping and billing addresses on the order form. When I phoned to remedy this error, I was impressed by how quickly I reached a real (American) person who immediately fixed the problem. Shipping was very prompt and the unit arrived well-packed and in perfect condition.
All told a very good first impression of US Appliance!"

"I placed an order for a Capital outdoor grill July and just received the grill 8/20/2010 almost 2 months. I was never told it would take this long and never told that they do not have it in stock. Called several times to find out the status of the order which we needed in July for the masonary to build the stone around for an outdoor grill, but no one seems to know the status from the Company and apparently , they did not know who to call or did not want to call to get status for us. I placed a large order of over $5,000 for a grill, side burner and covers for both and as of know, I only have the grill and side burner and apparently the covers are MIA. Very disappointing experience. We are building a large house and fortunately did not purchase the rest of the appliances from them. They lost out on $46,000.00 worth of appliances to www.plessers.com, who by the way are more responsive, better service and have better discounted prices.

UPDATE 9/2/2010:Immediately after I posted this review, received several phone calls from US Appliances to get our covers. 2 days ago, received the cover for side burner and an email today from US Appliances of a package just sent which I assume is the cover for the grill.
UPDATE: 9/3/2010: US APPLIANCE have made good on their promise. They replaced the missing grill cover and gave us a credit of $200 for the inconvenience and the lack of communication. "

"This is the third time I've ordered from US APPLIANCE, and their prices can't be beat. The shipping costs are minimal, and I always check them out before any other merchant. "

"This is the 2nd major appliance I have purchased from US Appliance. I researched each one a LOT so I knew exactly what I wanted. US Appliance had the best price by quite a lot. I saved over $1000 on my refrigerator! They are friendly and professional to work with, ordering was quick, delivery was quick. Made no difference at all that it had to come a couple thousand miles instead of from the store down the street. I couldn't be happier, that's why I went back to them for my new diswasher. "

"In short, if you are looking for fast shipping of your order (read less than a week at least) look elsewhere. Also, in case you want to order more than one thing, beware that this would take extra time since they ship everything together.

This is the first time that I have ordered from them and things are not really looking good.

I placed my order on 8/4 and I still do not know when my order will be shipped. This tells my predicament at this time.

So I placed my order on 8/4 and my shipping address was different than my billing address. So my credit card company didn't authorize the transaction. The store never called to tell me about it and in fact, I had to call and tell them that it was so, and I got my address updated so that they can go ahead with my order.

The next day, I asked the person manning the phone when my order would be shipped (after confirmation) and I was told as soon as possible. I assumed soon means that it would be shipped immediately.

Then, when I called them this week, the rude sales employee mentioned a few reviews earlier picks up the phone and tells me that the order will be shipped in a couple of days. I ask him if he can give me a date. He gets cranky and says I already told you and acts as if he is doing me a favor by attending to my call! I know from the last call that they have to get a portion of my order from one of their stores and it can take time (a day?), but the cavalier attitude of the salesman was appalling. Also, what was strange was they cannot give a date when the order will be shipped even when they already confirmed everything is in stock.

Emails are responded to when they feel like it. I am still waiting for a reply to the email that I sent a day ago.

I am stuck with them because of their cancellation policy which charges for canceling an order after 48 hours.

The only good thing was that they price matched for a $10 rebate because they hadn't even generated a sales report by the time.

UPDATE: The day after posting the review, I received a voicemail asking me to call back to discuss the review. I called back but the person was busy. I will post what happens next.

UPDATE: I received 2 more voicemails but on calling back I always got the answering machine.

In the meanwhile my TV shipped. The shipping method (done by Pilot Air) was quite fast and it took 5 days 8/13-8/17 (including weekends) to reach me. On arriving in my city, I received a call the same day from the freight company and scheduled as appointment for Saturday 8/21 (which is nice since I am away at work on weekdays). The box arrived in slightly damaged condition but the TV was in perfect condition. They also gave me till Monday to report any damage.

The 4th time (after I received the reply below on this site), I spoke to the representative. She was quite friendly (unlike the aforementioned rep) and looked up the status of my remaining order and told me that it would arrive in a day. I received the SD card that I ordered on 8/24.

In conclusion. ordered 8/4, shipped 8/13, arrived at city 8/17, delivered 8/21 and order completely delivered (the SD card) 8/24. Also, my order arrived in different shipments, contrary to what was claimed by the rep."

"These guys were out of stock on the item and did not ship any thing for 4 days. Then when I called they said they would ship it soon. So they did ship it the only problem was that they shipped it without every thing. When I asked them what happened to my order I was told oh THAT would not be shipped for 2 to 3 weeks!!! I asked them why did they take my order if they were not going to ship my item 5 to 7 business days as advertised on their website. They told me they did not know that they were out of stock.... Very very strange company...All this happened after I spoke with them over the phone to confirm everything was ok BEFORE I placed the order. I just hope I recieve all my things otherwise it will be huge waste of my time and money. Will NEVER SHOP here again...

FINALLY SOME REPRIEVE!!! they called me and acknowledged their mistake. It takes a good company to realize their mistake... So I will be changing my rating.... Thanks UsAppliance... I really appreciate the gesture..."