If the ratings had a ZERO or LESS THAN ZERO, this company deserves it. Absolute WORST buying experience in my life. Order #118861275. The Sales Rep confirmed on my initial call on 5/4 that all items were in stock and they could be delivered in 10 days. I placed the order. Several days later I was emailed that the range hood was back-ordered with a delivery date expected of the end of June. I chalked that up to COVID shutdowns, even though I was told it was in stock. Multiple delays to the ship date resulted in remaining items not arriving until 6/11 (four weeks after I was originally told). This created multiple headaches with the construction schedule and re-scheduling because of the appliance delay. It was also costly as the install team had to make multiple trips to my home and I was charged for each one. The major problem was that AFTER the items were finally in the AJ Madison system for delivery (5/26), I was informed that the Thor range was back-ordered. I was told it should arrive 6/15 because it will be shipped directly from Thor plant in CA to delivery (AM Delivery Co.) in OH so it didn’t need to be sent to AJ Madison in NJ then back west to OH to save time. The bulk of the order was delivered 6/11 and no word on the date for the range. I called a competitor and was told they just sold the same Thor range they just got from Thor two days ago, yet AJ Madison had NO ANSWERS about my range. Multiple phone calls and emails to the sales rep went unanswered as did multiple phone calls, emails to customer service and messages to the website and the Live Chat. NEVER got a return phone call. Got hung up on multiple times. Was placed on infinite hold, then hung up on. Was given the name of the sales manager by multiple people (his name was different each time), was given an extension to call the sales manager that does not exist, received several emails stating “we are looking into it and will respond as soon as we can” (but NEVER got an answer or return phone call), even told that there was NO sales manager in the company. Then I started calling phone extensions starting at 1000, then 1001, then 1002 and so on leaving voice mails to each one asking for a live person to call me. NEVER got a return call at all. Finally got an email stating the range was in the delivery system (7/22) and would be delivered between 8/10 and 8/17. NOTHING happened. The range never arrived. Crickets chirped at the AJ Madison office as I emailed, tried to Live Chat, sent messages via the website Contact Us portal and called for hours EVERY DAY for the next eight days without so much as a return phone call or other information. AM Delivery actually called me 8/25 saying they had the range and would be delivering in a few days. Multiple calls to AJ Madison again went without a return phone call. The Live Chat person hung up on me three times, then the system would not work for two days. The message system on the web page replied with a robotic “we are busy and will reply as soon as we can” type of message. The range was finally delivered 8/27 (THREE MONTHS after it was originally supposed to be delivered). And surprise! I got a call from a sales department worker because he was one of the voice mails I left the other day and he explained how COVID made things so hard to get. I told him that was a good story, but, my original sales rep said all items were in stock on 5/4 and if they were not, then that was nothing but a lie to take my money and get credit or commission for a sale. I asked him to have someone in Customer Service that has the authority to “make things right” call me back. I’m still waiting. I left messages with almost every extension I could in hopes that someone would call me, but they could not care enough to make a return call or have someone else make the call to correct the issue. AJ Madison does not care about customers once they get your money. The Customer Service is NON-EXISTENT. The website is full of outright lies. The sales rep lied right to me in order to get me to place the order. This company needs to be shut down so other consumers aren’t hurt by the deceptive practices they employ. SHOP ELSEWHERE.

my order was placed on 8/10/20 and it was picked up 8/11/20 by shipper as if we had been aware of the length of time for it to be delivered we would have not ordered from aj madison Their customer service suck 45 minute wait agreed to call me back a week ago and still waiting I have tried numerous times and never get through Terrible customer service, and diabolical time scale Will NEVER use them again

Buyer Beware, the 4 stars are from mostly fake reviews. Believe all the 1-2 stars before anything else. This company needs to close. They are stealing time & money from people all over the US. And if they ship out of country, probably there too. Customer service is non-existant and it has nothing to do with the pandemic if you look at all the reviews for the last 10 years. I luckily was in a position to cancel my order after a month because they were dragging everything on for so long. You will barely ever actually reach customer service. The only way to reach them is to call for a salesman because of course they want your money. You will be on hold for over an hour just to be sent to a voicemail. I've only spoken with one person there who I genuinely think was trying to help. She should quit. This job is just a full on scam. If anything is damaged upon delivery. They will not help you. You won't be able to reach them for weeks anyways unless you blast them on social media. Even at that point. The social media team can't exactly help you either. We need to find a way to force this company to close.

Would give a zero if I could. Customer service is non-existent ! this order gets cancelled (after no response for 3 weeks!), as soon as I get with American Express.

Just a warning to warn anyone that was thinking of giving this company a shot. I did and it was the biggest mistake I made with making large purchases for my new home in the past few months. COVID has nothing to do with the absolutely horrible service I've received thus far. I purchased 5 appliances at the Tysons, VA location on July 8th and after 17 emails and countless unanswered phone calls I am now being told that the "estimated shipping date" is September 16th. I found out that Brian McLaughlin, the salesman that "helped" me, did not even place my order until just recently (couple weeks ago) because of some sort of credit authorization that the purchasing department apparently never sent me which if this is true, he only found out because I asked him for an update after waiting patiently for 3 weeks with no communication from him or anyone at AJ Madison. I have wasted so much time and energy dealing with this mess of a company for nothing. I know for a fact that 2 separate co-workers of mine ordered 3 of the same exact model appliances from different retailers 1 week AFTER I placed my order and they have received their items 2-3 weeks ago while I've been given the run around from Brian. I have been lied to repeatedly regarding item availability. I was told that 3 of the items were in stock couple weeks ago but they will not ship them until the other 2 items become available POSSIBLY in 1 month, meanwhile the items that were in stock are no longer available as well because they have sold to other customers. How f'ed up is that huh? Considering the BS they've put me through, they will not even offer me other items that are available in stock to help find a solution to the further delay caused due to their own incompetence. I have been very patient and understanding given the current times we are in but I believe this company and probably many more out there are using COVID as an excuse for their lack of accountability and respect for their customers. This is most likely because they know that they'll be going out of business very soon.

Zero customer service and support! AJ Madison will not resolve damaged goods they delivered! Do not buy from this company!

There is a complete lack of customer service! I spent over $9K on kitchen appliances and have had problems ever since. First, there were delivery issues that I was suppose to be compensated for, but never heard back. Now I am trying to submit my rebates and there are not serial numbers on my Bosch stickers, so contacted AJM for the serial numbers. Only sent me 3 of 4, but now I am being told by the rebate team that those numbers are wrong and can't process my rebate. I have had to call AJM customer service multiple times... and being on hold for over an hour is the norm. I have also sent email, with no reply. Today, I tried to call to get this resolved once and for all and gave up after being on hold for so long. ** update ORDER#118675575

I would be giving this zero stars if I could. I should have read the negative reviews before ordering, they are 100% accurate. This company has absolute garbage customer service and the delivery company they use is even worse. Ordered a range on sale, expected delays in delivery due to Covid. After a few weeks got an email to schedule delivery. On the day of, I received a confirmation of delivery. about 30 min prior to the delivery time a tornado warning was in place in the area, so I got a notification that delivery would be scheduled for the following day. Again this was understandable. Waited for the delivery again the next day (they give you a few hour windows) received a text that the delivery was outside (this was a Penske truck, not something with a moving/shipping brand on it). I asked them to go around the back where it would be easier to move the appliance inside. I did not realize one side of my alley was blocked by another truck. When I saw, I figured they would come around the other side of the alley. After 15 min the truck was nowhere in sight with no communication. I called the number they had texted me from and the person said that the ally was blocked and they couldn't get through so they would have to reschedule again. I asked them to come back around the front and they would just have to carry/move the appliance around to the back stair (there is plenty of space). The driver said they had ALREADY LEFT WITHOUT CONTACTING ME and would have to contact their boss since they were already on the way to the next delivery. Again they NEVER contacted me about the alley being blocked the just left! I gave them 5 min to "call their boss. No one picked up and I simply got a text that read "need to reschedule." 2 days later and I have YET to receive any communication from AJ Madison or the shipping company with information regarding this "rescheduling." I have sat on hold with both AJ Madison and there shipping partner for HOURS. Even after requesting to not be put on hold they simply say "Ok" and put you back on hold. I am contacting my credit card company to dispute this charge. I will NEVER in a million years order from this company again and will recommend against using them to anyone I can.

The worse unprofessional appliances company I have ever bought from. Believe the negative reviews, they are the worse customer service you will ever experience. From sales people to Michele head of customer service, all of them are so unprofessional.

Tl;dr AJ Madison took my order and brushed their hands off of the affair, throwing me to an incompetent delivery company. I purchased a fridge on July 7. Since there's a pandemic going on, I was fine with it being shipped out on July 20. They said the delivery company, AM Trucking, will contact me via email/phone at least a day prior to delivery date to confirm. It seemed weird to have everything up in the air like that, but I figured it was because of the pandemic. By July 30, I heard nothing. I called AJ Madison, was put on hold for almost an hour, then was hung up on. I sent them an email asking about it instead. They told me to contact the trucking company since they couldn't do anything. On July 31, a Friday, an email miraculously appeared from AM Trucking, asking me to confirm the delivery date on the morning of August 4 or else it'd be canceled. I'd be working 4 hours away in another state at that time. I called AM Trucking, was on hold for more than an hour. The automated voice said, Hang up and we'll call you back at the order your call was received. I did that when I was the 12th person in line, and called them again after 40 minutes of waiting. Put on hold, got in line, etc etc again, and still didn't get a call from them at all. I finally got to a lady who said she'd put in a request to change my delivery time to afternoon of August 4. She said AM Trucking would contact me on Monday August 3 to confirm. On Monday August 3, I called AM Trucking at 9:30 am to ask about a new delivery time. I had to wait an hour. The rep said they'd send me an email in the afternoon. I called them again at 5 pm after getting nothing. I had to wait 45 minutes, was a couple seconds late to answer the call when someone picked up, and got hung up on after they bothered to say hello once. Got back in line for another half hour, already sick of it. The rep said the manager did not response to my request. I'd have to accept the delivery for morning August 4, when I'd be out of town, or live without a fridge until August 10. After I explained to her that it'd be difficult for me to cut my business short and drive 4 hours in for an 8 am delivery, she said my slot would most likely be 10 am. I had no choice but accept. Two hours later, I got a call from the delivery guy telling me to be there at 7:30 am because I'd been bumped to their first stop in the morning. And again, I had no choice but to accept. I am sick of AJ Madison and their trucking company of choice. They are unresponsive and need to be pursued relentlessly to give answers that should have been clear in the first place.

We ordered a Whirlpool microwave online from AJ Madison in late July 2020, and received the product within 5 business days. The product was delivered intact and appeared new, in the factory packaging. However, upon first inspection, the door latch was defective, and it would not open. Re-boxed the microwave and called AJ Madison to initiate the return process. After 22 minutes on hold, the CSR spoke with us for 3 minutes, and wanted us to unbox the microwave again to take a video of the door latch not functioning, to prove our claim that the microwave was defective. We simply refused and stated we wanted to return and replace this unit. After another 25 minute hold, the CSR indicated she issued a UPS call tag to pickup the defective unit, but could not ship a replacement unit until a month later, due to item out of stock. We wanted to talk with the sales department to find another microwave that is in stock, so the CSR transferred us and put us into another phone queue! An hour into this process, we could no longer hold on the phone, and decided to call back another day. Today we called back, and was on hold for 17 minutes, spoke with someone in Sales about purchasing a different unit shown in stock on their website. He then indicated that they would not ship the unit separate from the trim kit, and the trim kit is out of stock. We then asked to get a refund, and he transferred us to another CSR, and we waited on hold over 20 minutes to speak with her. Once we spoke with her, she indicated that she needed to get confirmation from the warehouse that our return was received, even though we provided the UPS tracking number that shows it was delivered back to their warehouse. Now we are WAITING AGAIN for a call back, in order to apply our credit to re-ship a new unit. REALLY? I WILL NEVER AGAIN ORDER ANOTHER PRODUCT FROM AJ MADISON. July 30th update: have not yet received a call back from AJ Madison CSR, however an AJ Madison representative just offered On this site to assist in resolving our concern, thank you very much. Our order # is 121716975. Tracking # of returned product is 1Z5Y2F220396643267. 9/1/20 UPDATE: UPS shows the defective Microwave was returned to AJ Madison on 7/27/20. No refund issued or contact from AJ Madison since. I will try contacting the company again by phone, but don't look forward to the long wait on hold again. 9-21 Update: Full refund received on credit card statement. Updated review from 1 star to 2 because AJ Madison contacted me via TrustPilot, based on this review, and issued a refund.

Don't fall for their low prices. The post-sales customer experience with AJ Madison is a bad as any I've ever had with any type of business. Long hold times, frequent disconnections, no updates, plus no one calls you back! You're left to call frequently and wait 40-50 mins to get status and just hope you don't get disconnected. My order is 120827075 if someone wants to call and resolve my open issue.

Poor customer service. Called them at 3pm Pacific, an a recorded message said that there was no one available (even though their page says business hours are 8am-7pm EST) and just hung up. Called them next day and had to wait 1 hr for somebody to pick up my call. I also didn't see any estimate of when my appliance would arrive (that was actually the reason I wanted to talk to somebody). Decided to cancel my purchase: what if I had problems down the road and there was no one to help me out? Rather not take those chances.

Bobby Schneider treated us well. He took care of us while we were there and we felt like we were got a great deal. When it came time for delivery, it was very hard to confirm delivery. It took 2 attempts and many times on hold since he wouldn’t answer emails. I then receive the order in 2 separate shipments and stove is damaged. I haven’t been able to get in touch with customer service after numerous calls and emails. Have to notify my credit card company etc. don’t waste your time!

My experience was great. I ordered a portable air conditioner and it was delivered in 3 days. There was 1 thing worth noting, albeit wasn't very significant to say it was a negative experience. On the day I ordered, I noticed my CC wasn't verified. I waited a day and called AJ Madison. The first person I spoke to was a bit rude when I asked why my CC hasn't been verified. He said, "I'll forward you to my finance department." There, a lady (I wish I remembered her name) picked up and she said, "apologies for the delay, your CC is now verified and your AC will be delivered tomorrow", and it was! Summary: There was some uncertainty with my CC and when my product would arrive, but in the end, it worked out thanks to the finance lady and the delivery folks :)

the live chat is a joke. I was number one in que and never answered after 14 minutes. called 800 number man answered like he was running a bar. ask about ordering an item: he said it was not available. did not offer to look for anything else. I ask about another item he said let me check 19 minutes later I hung up. Glad I did not buy from them if I can't get help buying then service has got'a be bad.

I went online to order a Refrigerator due to the local Lowes and Homedepot not ever stocking anything. I came across this Whirlpool Fridge for sale from AJ Madison. Ordered it and they took my money and said it would be delivered soon. 2 Weeks later I get an email about it being delivered. I confirm as requested and they again confirmed the day of delivery. The driver calls about 30 minutes before delivery as expected. Then they get to my house look all over the truck and then come to the door and say. "Well I guess they decided not to put your item on the truck sorry about that" and then got back in the truck and drove off. I immediately called the delivery service and it took half the day to get somebody on the phone. And they didn't have a clue. No attempt to call me I had to chase them down to get an answer. So I finally call AJ Madison to find out where in the Hell my Refrigerator was located. After being on the phone for 1 and half hours. They finally find the Fridge. Then they tell me it will be another week before delivery. When I ask for a refund. They tell me it was a mistake due to COVID-19. What a crock of crap. I told the lady stupidity is what caused this problem not COVID-19. Then I asked for a refund again. The lady snapped back at me and said "30 percent restocking fee" with no other comments. Just basically we don't care and just wait, is what I got from her comments. Really Poor customer service from AJ Madison and AM Trucking. Not taking any responsibility for any actions made. Don't buy from this company I know I won't

I like it I like AJ Madison and the products. This survey however sucks because it jumped right in the middle of the screen as I was trying to write down my order number.

Easy ordering process.

Easy and convenient ordering process.