"I bought a SMEG refrigerator from AJ Madison in June 2016. After just a few months, the alarm kept going off frequently. My husband and I called SMEG service and were told to troubleshoot--make sure the door is sealed, not too go over capacity with food, change the temperatures. After more months of the alarm, on June 14, 2017, we finally made a service request with the warranty provider, New Leaf. The repair person they contacted never called us. After noticing ice on the back of the freezer, I made another service request with New Leaf on June 25, 2017. A tech from At Your Service came out and said we needed to replace a part, and that he'd order the part. He doesn't call back.

In mid-July, I contact SMEG service provider ADCO. Over the phone the customer service person diagnoses the same problem as the previous repair tech and orders the part, to be sent to At Your Service. By this time, the one-year manufacturer's warranty has expired, but I'm supposed to be covered by the "AJ Madison warranty," which is administered by New Leaf. I keep calling At Your Service--at least three times over several weeks--and they finally locate the part sent by SMEG and send out a repair tech who replaces the part and charges me $189.75 for the labor. I cannot get reimbursement from New Leaf because technically this was not done under one of their repair orders.

The repair works temporarily, but by spring 2018 the alarm is going off continually. I make a service request to New Leaf on May 9. Now the refrigerator is alternating between being warm and freezing our food. The repair tech New Leaf calls never calls me to make an appointment. I make another service request on July 30, 2018. Again, the repair company New Leaf tells me is going to call never calls. I call New Leaf. They give me the number of another repair company. Bob from Lenexa Appliance Repair examines the refrigerator. He says he has called SMEG for the parts he needs, but they are on backorder, but he wants to run a diagnostic anyway. After that call, he doesn't call me back or answer his phone.

October 9, 2018, the refrigerator goes dark and the console shows error message EE. On October 10, I request a repair call from New Leaf. They tell me a repair tech will be at my house between 8 a.m. and noon on October 11. The repair tech does call or come to my house. I call New Leaf, waiting on hold for 30-40 minutes, to ask about the tech. They put me on hold for 30 minutes while they try to reach the tech. They come back to say they can't reach him and will try to set up another service time. The tech calls me to say that the appointment was always for October 12. I cancel it because I cannot be at home on October 12 and call New Leaf back, again waiting 30-40 minutes to even get a customer service representative. When I do talk to someone, she tells me there is no record of my service request. Then she tells me that there is a record of the service request but that it was always for October 12. I ask to speak to a supervisor, who tells me that the best way to go forward is for me to schedule my own appointment and ask for reimbursement (the reviews on getting reimbursement say the company takes months, if they reimburse at all).

I'm currently waiting to hear back from SMEG customer service. I will not be calling New Leaf again. That AJ Madison puts the New Leaf warranty under its name and pushes the sales of these warranties is unethical, if not fraudulent. If the manufacturer cannot replace or repair the refrigerator, I will be filing a case in small claims court against AJ Madison and New Leaf."

"I ordered a product, and AFTER collecting payment, they told me the product needed to be made (by the manufacturer) and then shipped to their warehouse. And it was going to take a MONTH to ship out. In other words, they sold me a product they didn't actually have in stock.

After a month, still no delivery. When I followed up, no response. I asked them to send me another similar product, no response.

Two months later - still no delivery, still no response."

"Promised to deliver on a Monday, didn't show due to holidays. Didn't call.
Delivered and said the unit was not going to fit, even though the specs on the website matched my opening.
Called customer service, said they'd call back in an hour, didn't call back.
Called again, told me I could have it delivered and sign a damage waiver or pay a restocking fee, even though the specs on their site said it would fit.
Sent me an image showing the specs on their site were wrong. Said it was still my problem.

2 weeks without a dishwasher.

"

"They don't care about delivery times. Fridge came on a truck from Jersey, took 10 days instead of 4. There's no one to call, they blame the "shipping company", no phone number there, no response, best they can do is offer you to cancel the order. Every day it's "coming tomorrow", but then nothing is coming. Good luck."

"They offer great prices but it is a hoax.

You have to wait weeks to get the appliances shipped to them, and only after you confirm your order do they tell you it will take weeks, then you can't cancel. They try to charge a 30% restocking fee.

Delivery guys are morons. Customer service non-existent or very snippy after they get your money. Bought $5k oven, paid for installation but they refused to install it or take it back.

Total Scam. Read all the bad reviews on Yelp and BBB, should have figured it out because so cheap. Probably one of those virtual inventory places that just competes on line. Very bad. Should be sued or chased out of business by NY state.

Brooklyn Hasidism robbing people blind."

"Don't do business with these guys. Terrible customer service. And they don't refund their money, even when they make a mistake."

"PURCHASE ORDER # 98998575, 98196075 - WORST EXPERIENCE. No customer service, impossible to get a hold of through email or calls.

Horrible customer service. Buyer beware - don't expect any support from this company. go somewhere else as the pricing is not any better. give business to a company that cares for their customers. "

"I bought appliances from this company and two weeks later I still have not received a confirmation email for shipping. So when I called find out what the hold up was I was told that one of the items for the kitchen package was not available and was on backorder, no one call or email me to inform me. I was put on hold for another person to answer the phone and he said that he would upgrade the dishwasher and send it out on Monday which was three days away. I asked him to email me a confirmation email on shipping and two hours later I received an email saying that my items were cancelled. I never put in a cancellation they took it upon themselves to cancel it themselves. I wish I would have read the other reviews on other sites. I would have seen that the ratings were very low and people were experiencing the same thing that I had. I will gladly take my business elsewhere you get what you pay for."

"I recently bought a washer and dryer from AJ Madison and had it shipped to my freight forwarded in San Diego to forward on to Mexico. The dryer arrived badly dented, which can happen, and they replaced it with another after a lengthy period of time. The new one arrived with the wrong door orientation, which should not be a problem as that can be changed. However the salesman on the phone promised me they would arrive with each door swinging outward for ease of transferring clothes.
My main concern with the company, which is why I will never buy from them again, is their customer service. Twice I sent emails and never received a response, and I called their phone line several times. My wait times were always 30 minutes or more, which I find unacceptable."

"Ordered a washer from AJ Madison on June 11 for $642, their own price drops on June 20 to $593 and competitor prices to $533, they will not match this price after contacting them. Just crappy customer service."

"For months I have been trying to get parts for my AJ Madison product. They are impossible to get by phone. They don't respond to emails. They give out faulty information. And I am still waiting for delivery.
"

"I ordered several kitchen appliances with AJ Madison today and the whole process was easy, clear, and the best prices I've found. I definitely recommend shopping with them and plan to use them again in the future. "

"Found a couple of hard to find appliances, prices were the best found and free shipping. Yahoo."

"great price, quick delivery, great selection"

"Ordering was very easy, though I had to call CS to get approximate delivery date. "