What went wrong is their customer service is awful. I used the chat feature last night bc it was a Sunday night and it was available. I needed to check on a replacement microwave that was shipped, but no tracking and it was to be delivered to the job. We have no idea if it was delivered? The person, whoever runs this feature, could not have been more rude and it was clear they did not want to help me or answer any of my questions. In fact they basically hung up on me by ending the chat. Their customer service and shipping has me rethinking doing business with them.

Received a Hestan cooktop 1 week ago. It was missing parts. Called to report, was informed that Hestan had the parts and would ship out immediately. 1 week later, no parts. Called customer service. spend 1 1/2 hors on the phone to get nowhere. Now told Hestan does not have the parts and it will b e weeks before they do. Have a new cooktop installed that cannot be used. Requested a manager, nothing. Do not buy from this company!

I bought $7000-in kitchen appliances, made a mistake with range sizes, never open the box of any product and called to return and purchase the correct size plus other stuff all worth about $8000- and the customer service person told me that I would be charge a 25%restocking fee on my return due to be more than 30 days,I explained I never open any box and was buying at that moment more stuff, didn’t make a difference, very disappointed with the lack of customer service,will not buy there again and definitely will not recommend, truly bad business.

Short story: DO NOT ORDER FROM THESE PEOPLE. SAVE YOURSELF THE TROUBLE. Go with Lowes, Home Depot or Best Buy. The amount of money you “save” you will pay it somehow… not worth it. All reviews are the same thing. And if you cancel they charge 35% of restock fee, which rounds in the thousands… DONT ORDER. DONT ORDER. DONT ORDER…. Full story below: The customer communication and support here is terrible. Promises are made and not delivered. I ordered a full set of kitchen appliances with them with a delivery date of October 28. When the date was coming close it was weird that no delivery notice was made so I went to my account and to my surprise one of the items was out of stock (it was in stock when I ordered) and no communication of this was made. I had to call them to make a replacement, otherwise the shipment would’ve not been done. Upon asking the delivery ETA the representative said one week to FL (which is this week) and which correlated with what was on the website “if you order today” would have been Nov 4 as earliest. Then an email came with the actual delivery ETA and it says November 9-21, 5 MORE DAYS than the promised “as earliest”. And that’s a horrible range of 12 days…This set me back weeks now for my renovations and the installers scheduled, which is now costing me money. The delivery carrier they used (AM Delivery) are as bad as AJ Madison. Now they pretend me to be on the lookout for an email from 24-48 hours before delivery, like I don’t have a job…. HORRIBLE EXPERIENCE.

I ordered a dishwasher from A J Madison because it was IN STOCK and would be shipped immediately! Once they are paid, it's downhill all the way. It has been over a MONTH since the item was shipped and it's still not here. Their delivery is CRAP - the interstate part takes weeks and the local delivery firm A M Home Deliveries are useless. They continue to let us down and have no concept of following specific arrangements. I have been holding on the phone over 30 minutes for Madison's supervisor with music on hold driving me crazy. MY STRONG SUGGESTION IS - DO NOT BUY FROM THIS COMPANY UNLESS YOU ARE REALLY LOOKING FOR AGGRAVATION.

I bought a range hood from AJ madison. When I received the package, the box looks in very poor condition. We opened the box and tested the hood, the mortar didn't run and the fan was not on. I tried to contact customer service multiple times and filled out the report form as instructed. After that, I'm painful to wait for the response. Day by day, week by week. Two weeks after we received the broken hood, finally a service guy called to set up appointment to make diagnosis, but the earliest time is two weeks later. So basically, one month after we received the hood, a service guy finally show up. I paid a full price for a new appliance, and what I get is an appliance has been repaired and take several months to repair. It's horrible experience. I will never ever order anything from AJ Madison again.

On-line sales staff was great. Delivery/customer service HORRIBLE. NEVER shop here. Their installer caused a gas leak in our home, AND THEY DID NOTHING ABOUT IT!! THEY actual broke the law!! Shameful for a large company that must have known better. Their delivery driver also attempted to install our range and caused a gas link and damaged the oven. Additionally in Florida and most all other states, IT IS NOT LEGAL FOR A NON-GAS CERTIFIED PERSON TO WORK WITH GAS! We called this driver/installer back because right after he left we started smelling gas. He said he’d come back. A minute later he called and said his boss said to give it 30 minutes and the smell would go away. We knew this was nuts, we were worried (smell drove us out of the house), so we called the city gas department. They told us how to shut the gas off and they sent out a city inspector right away. Inspector said the installation was substandard and dangerous. He made sure gas was shut off securely and told us that we needed to get a Gas-Certified installer in to fix the installation and to NOT USE THE OVEN!! He told us that it was not legal for them to have the non-certified delivery driver doing gas installations. AJ Madison and the company they hired to deliver and install (AM TRUCKING) is now being investigated by our city. When Certified Installer came to fix, he found that the joints were sealed improperly and were leaking AND that installer actually caused a gas leak inside the oven!! So now our brand new oven need to be repaired!! Further, we ended up getting the manufacturers warranty company to send out the good installer, because AJ Madison or AM Trucking wasn’t answering their phone. SO NOT ONLY DID THEY CAUSE A GAS LEAK, they were doing NOTHING TO FIX IT!! It has been five days since this happened, and AJ Madison has still not reached out to apologize, explained how this fiasco happened or anything. They just do not care.

do not buy from them unless you want to wait months for delivery and have to do all the work to follow up and schedule your own delivery

Ordered a $12,000 refrigerator on 8/12. Was charged on 9/8. Order sat in warehouse for 20 days. Scheduled delivery on 9/28 between 6:30p-10:30p. Delivery shows up at 4:37p and requires signature. I was working and couldn't get home from an hour away. Asked them to re-deliver during scheduled time. They refused. Said they would deliver the next Tuesday. No delivery. Tried to cancel order and they said there would be a 35% restock fee for their failure to deliver as promised. Allowed one more attempt at delivery - nothing delivered.

Ordered in stock GE Profile Stovetop webpage stated it was available and will ship between 10/11-10/12 my account said processing. Contacted customer service to be informed item will be available late January.

I spent $29,000 on a range and refrigerator and it has not been delivered for weeks. It has been sitting in a warehouse in GA and they will not provide me with a delivery date. Worst delivery company in the world. At this point I just want my money back and I’ll order through another company. Unfortunately there is a 30% restocking fee. Strongly considering lawsuit. Waste of time

I purchased a commercial dryer for one of my customers it was delivered by an outside vendor and it was installed in non working order. The delivery team left the building without leaving any paperwork and forged a signature on their delivery ticket. by doing this they didn't have to bring the unit back with them and instead of a direct replacement it would become a warranty issue I have called repeatedly emailed repeatedly and have gotten on resolution and little to no communication Don't expect anything after the sales transaction is complete

CUSTOMER SERVICE IS TERRIBLE !!! The installation damaged my wood floors and they will NOT respond to multiple and many inquiries for resolution. I have photos. I followed up within the time frame. I have emailed, called, and used live chat. They do not respond. Waiting 25 minutes on hold to be promised a return call results in NOTHING! RUN do not walk away from AJ Madison.

Received five products. Dishwasher missing parts, hole on interior door. Stove had left side pushed in. Because I didn’t open and inspect in the right amount of time allotted they refused to do anything. Open your products immediately otherwise you are hosed.

We spent $20,000 over the last three years with AJ Madison outfitting our guesthouse and home. All new washer/dryer (Bosch and GE), dishwashers (Bosch and GE), stoves, and refrigerators—the works. The dishwasher in our house never worked right. We had technicians out five times in the first six months before I contacted AJ Madison. I emailed the sales agent I had dealt with for all of the purchases. She referred me to Kellee in the “Client Experience” department. This is the email I got from her: Hello, Thank you for reaching out. We apologize to hear you are having troubles with the unit. While AJ Madison offers a 30 day return window on un-used and un-installed items, the manufacturer provides a full year of coverage. Should the technician deem the unit non-repairable, GE with authorize a direct replacement and organize the exchange. Should you have any additional questions, please give GE a call at Since I purchased AJ Madison’s “White Glove” delivery service and had it installed, this absolved AJ Madison of any responsibility, from their point of view. Lesson learned: don’t bother with their delivery service which was mediocre at best. Better to use someone local that you know and trust. Anyway, AJ Madison’s “30-Day guarantee” is worthless if you had your appliance installed. How would someone know the appliance was defective if they had not installed it? I responded that I bought my dishwasher from AJ Madison, and I expected them to replace a defective product they sold, just as when I bought a KitchenAid mixer from Target and it went out two months afterward. I took it back to Target and they replaced it on the spot. The next email I received from AJ Madison informed me that if I continued to have trouble, they would be happy to call on my behalf to schedule service. I can do that. I DID do that, several times. After this, I never heard another word from them. I thought a retailer with the bulk of appliances they sell, that AJ Madison would have the bargaining muscle to take care of their customers; obviously, that’s not the case. Several friends had urged me to use Best Buy, Lowes, or Home Depot, who took back appliances that are defective, but I thought I’d support a lesser-known supplier for better service—my mistake. I’m so sorry I ever dealt with AJ Madison. They don’t stand behind their appliances and they don’t stand behind their word.

Horrible customer service. Was for two hours on the phone with them with no result. Appliances promised, delivery date set, kitchen project is going on, and all activities are coordinated around the appliance delivery date. Delivery date is confirmed by AJMadison! All of a sudden, the night before the scheduled (and confirmed) delivery day, it turns out the appliances are NOT even available! We had to put our project on hold, losing money and time. I have not even taken delivery yet but already anticipating countless problems between waiting for the appliances, delivery, installation etc. Horrible. Nightmare company.

It took just over three months to have my order completely fulfilled, which was extremely frustrating. However, that was ultimately the fault of Supermicro as that's where the parts were backordered and drop-shipped from. Wulus's customer service answered all my questions and kept me informed along the way.

I ordered the more expensive dishwasher model than I initially wanted because AJ had it in stock and I needed it ASAP. It shipped immediately but took over a month for local shipper to deliver it. I called both the shipper and AJ many times to sort out the shipping issue. They said they needed a smaller truck to get to my house and I had to pay an extra $400 for that. This shipper was at my house two months before for a separate order and had zero issues delivering then. Each time I called in to tell them I didn't need a small truck they said ok and it would be delivered that week. This went on for weeks. They finally showed up over a month later. I noticed a couple days later during installation that the power cord that is suppose to ship with the appliance was missing. I had also paid $25 extra for the install kit that AJ's web site and phone sales person told me I needed. It was supposed to include a power cord too. The cord in the install kit doesn't fit a Bosch dishwasher. The only useful parts in the install kit were the water supply line and connector... which you can get for about $10 at home depot. The rest of the parts don't apply to this dishwasher. Looks like AJ is just trying to make extra money on this even though it's mostly useless. When I called AJ back about the cord they decided to ship me a new one and said it would be shipped out on the following Monday as it was Friday afternoon. Monday came and went and now AJ is saying they need to confirm something with Bosch and that the issue is because Bosch didn't include the coord. This isn't true.. this issue is a delivery issue. The parts were lost in delivery and they are trying to blame Bosch. Meanwhile I'm still without a dishwasher for 6+ weeks and they are trying make Bosch pay for a $30 part instead of them sorting it out. I can order the part on Amazon myself and get it in two days but that's not the point. If I don't get the cord shipped soon I'm going to just return the appliance. Update... I just spent 30 min on the phone directly with Bosch. They are shipping me a cord free of charge. They said it was currently back ordered for 3 weeks which might explain why AJ has been giving me the run around. Bosch found a partner who will ship it to me tomorrow. Fingers crossed. Five stars for Bosch.. One for AJ.

Buyer beware. Low prices, yes. But I initially paid $99 for shipping. My error, I bought the wrong size. They are charging me a 30% restocking fee (on a $800 purchase) and are requiring me to ship a very heavy product back my freight. Essentially they are preventing me from returning the item. Terrible terrible terrible policies.

We ordered a kitchen suite of appliances. We were warned ahead of time that AJM KNEW that they were damaged, but that they would take care of things. So far, I have spent over 7 hrs on the phone trying to find out what is happening with getting our stuff repaired. NOTHING HAS HAPPENED BUT UNFULLFILLED PROMISES. I wish that we had ordered from HOME DEPOT. These people are scammers and will tell you anything but the truth and will not take care of you. BE WARNED!!!