AJ Madison

Buyer beware! Buried in a FAQ and not sent to me until after I made a purchase in a Confirmation email of the order was I notified there’s a 35% re-stock fee if you return the appliance at the point of delivery. It wasn’t possible to see until the old dishwasher in my kitchen was removed (taking out finishing wood base and disconnecting machine) that the 24” depth i had measured was an inch off bc of a tube in the back of the area. The new one just wouldn’t fit so they repackaged it and brought it back - whole thing took about 15 min. And for that they’re taking 35%! Even when ai asked about doing an exchange. No go. So obviously I’m going elsewhere to purchase another washer that fits.

To ALL, Whatever you do, don't use or order anything from this company. There is no communication. We have been waiting for three weeks and still no washer and dryer.

Don't buy appliances from this company, if you have any problems customer service is horrendous, you have to chase them and make tons of phone calls before someone helps you, they don't accept their mistakes, want to charge you 35% restocking fee for anything.

I would not recommend purchasing anything from this place. The sales team is inept - they placed the wrong order for us nearly 6 months ago and still can’t figure out how to remedy the issue. On top of that, the sales and customer service teams don’t respond to inquiries quickly - takes weeks of emails and calls to get any response. It’s actually not possible to put a completion date in because they’re still bumbling around…

The ease of shopping on the net was great. They also have an expansive selection of appliances. The issue are the delivery and on hold wait times. If you have stairs or if the appliance ways more than 300 pounds there is an up charge. They are very clear about it and they are not being deceptive. I only ordered with AJ Madison because they had the item in stock. There was an error in the delivery process and I could not get through to AJ Madison to have the delivery rescheduled. It is just better to order through the big box stores. They will bring your appliance inside your home without any additional charges. The second issue is getting through to them once you bought the item. Today I spent 1 hour and 43 minutes and counting as I’m writing this review while I’m on hold. Update- while I was on the line I asked the representative if they could call me back in the event the call was dropped. I did not receive a call back as requested when the call was dropped.

My family and I am so disappointed with AJ Madison. At first I was impressed by the helpful salesperson but I just don't know what to say about the terrible service. I don't know who runs the show over there but they really need to figure out how to fix their delivery problems. It is shocking how awful AJ Madison is once I paid them for a new appliance. They missed the first delivery day, making me wait around. The next day they come without the proper insurance that I told them about twice. My husband had to spend at least 2 hours on hold just to talk to someone there who could deal with the delivery insurance that most buildings in Manhattan ask for. Finally they delivered but incredibly will not take the packaging away. Outrageous! Disclosure: I personally did not experience racism from AJ Madison so cannot comment on that.

I ordered a w/d set nearly a month ago. They didn’t tell me it was on back order until after I paid. Since then the shipping and delivery process has been very unclear and it’s impossible to get any real action or assistance from customer service. We will not ever order from this company again.

Literally the worst customer experience of my life (I'm 40). We ordered a month in advance, and it finished two months late and took OVER 20 visits to our house where we had to take off work! We ordered over $10k of appliances on July 18th for delivery on August 24th. On August 24th, they didn't show up. They apologized and tried to reschedule a week later. After 8 (yes, 8) calls, they agreed to come August 27th. On August 27th they showed up with 3 of 10 appliances. They complained that they had to carry them up one flight even though WE PAID TO HAVE THEM CARRIED UP ONE FLIGHT!!! The delivery team was so angry they destroyed our refridgerator. When we complained, they would not replace the refridgerator, but had it fixed. That took 5-6 more visits and still has many dings and torn plastic parts. It looks so-so at best. Over the next months we planned 20 visits where often they didn't show up and more often they showed up with wrong or incomplete parts! It was extremely frustrating. We worked a lot with Stephanie Lugo and Giity Shalitzky; both are very nice...but very unresponsive and apathetic to really getting the job done.

This is my 3rd time dealing with AJ Madison. 5 years ago, 3 years ago, and recently. My first 2 experiences were great. Customer service was exemplary and a joy to work with. My latest experience saw a great decline in their service. When I called with credit card information I had to leave a voicemail that was never returned. When I finally did get to speak with someone after 2 more calls, he put me on hold for 20 minutes only to have him transfer me to another voicemail without telling me that I was being transferred, or to whom I was being transferred to. (Very rude). I got the feeling I was inconveniencing them. I will probaly use them again because of their prices but am not sure it's worth the trouble anymore.

Ordered microwave from AJ MADISON 5/19, arrived late DAMAGED DENTED. Been 3 weeks and still no return or refund despite pictures etc. CUSTOMER SERVICE IS UNRESPONSIVE

I am a house flipper and have been buying appliances from AJ Madison for about 5 years. Grace Kohl in Sales in my go-to person and she has never failed me. Even my licensed contractor client could not match AJ Madison's pricing! Their Customer Service is also awesome. My project start date was delayed by a week but the appliances had shipped. Kristine in Customer Service immediately allayed my concerns by telling me that the delivery service will hold the appliances for a week with no extra charge for storage--Problem solved!

Last week my 10 year old GE refrigerator died and I shopped online for a new one after doing a bit of research. AJ Madison had the best price and free shipping for a highly rated LG model I wanted. I utilized their chat feature and Matt, the customer service rep couldn’t have been more helpful. He helped me order installation as well as for the pickup of my old fridge. Delivery was scheduled for today, and though the delivery was delayed, AJ Madison communicated the whole time to me via text messaging, calls, email and I used the online tracking service of the delivery company so I could see where the drivers were the whole time for the delivery. I was hesitant after reading some of the negative reviews here - and that is why I wanted to post a positive one. The experience was good all around - start to finish and I have a great new refrigerator!