Buyer beware. I ordered a $4500 double oven. They claimed to have tried to deliver it, but I didn't receive notification. They then want me to send another credit card authorization for "re-delivery" but won't tell me how much it is for- just supposed to be an open ended credit card charge. I asked if they would just cancel my order then. They said only if they keep 35 percent of the 4500! OMG! Go to anyone else! And you can't get anyone on the phone- the only responses are via ambiguous emails. Tip for consumers:Go anywhere else! Products used:Never delivered Date of experience: July 20, 2022I should have trusted my instincts and not ordered a $6,000 range from a company whose sales department you can't even contact over the phone. My order had to be placed over chat. We were told it would be here in 6-8 weeks. 5 months later, nothing. And good luck getting ahold of anyone there. You will wait on the phone over an hour them finally have someone answer the phone. Ask how much longer it will be, they place you on hold then disconnect the call. Atrocious service. Tip for consumers:Stay away from AJ Madison Products used:No refund yet. They said they would refund. It’s been over a week. Nothing. Service Value Shipping Returns Quality Date of experience: December 13, 2021What an experience, DONT BUY FROM THESE CLOWNS! I bought a dishwasher, it arrived badly damaged. They quickly replaced it, it arrived, wrong color, we ordered white, they sent black. They quickly reordered us another one, =but charged me for the third one. I called to tell them, but the girl in customer service just argued and argued with me, she was so rude and defensive. She said they just held the funds and did not charge my bank, well it has been deducted from my bank. She told me that its my banks issue, not theirs. These people are idiots, I will never ever order one thing from them ever! M Heed the warning please! Tip for consumers:please dont use these company, the worst Products used:dishwasher if I ever get it Service Value Shipping Returns Quality Date of experience: February 21, 2022I ordered a fridge that stated was in stock, once the order was placed I was waiting to receive confirmation for my delivery. Sadly, I didn't receive any information about the delivery. I called AJ Madison, they said I would be hearing shortly. The order was place on Jan 19th, It took 7 days to receive an email that stated it would be up to an additional 5 days before I would receive the appliance. The email did not specify any further info. I ordered the fridge because our fridge stopped working, had I known it would take 2 weeks, I would have ordered from another vendor. I tried to cancel the order, but was told I would have to pay a 30% restocking fee. I am now at their mercy, I have no idea when I will receive the appliance. So much for trying to give business to companies other than Home Depot. Tip for consumers:not to order if they need the item asap. They falsely advertise , it appears that items will be shipped right away. Products used:ordered a fridge, but have no idea when it will be delivered Service Shipping Date of experience: January 25, 2022We've been buying the full line of appliances for one of the major brands. No one had the range though. Even the manufacturer told us it wouldn't be here until May (this was in November). I called AJ Madison. Talked to a guy named Victor. Said he had it and that it would be here in 8-15 days. I had read so many bad reviews about these guys that I wasn't sure but took the risk. It showed up in 8 days as promised. No issues at all. Delivery & Install was flawless. The guys were great. The only weird thing is that the voice that calls you with all the updates is the same one used by a LOT of spam calls. So if you hang up as soon as you hear the voice, you don't get to confirm your delivery. Take the call. Tip for consumers:Take all the 'possible spam' calls while you are waiting for your appliance and don't hang up when you hear the automated attendant (same voice as many spam calls). That is actually the AM Shipping confirmation and they will ask you to confirm your delivery time. If you don't confirm, they won't deliver. Products used:Range Service Value Shipping Quality Date of experience: December 16, 2022Purchased and downdraft system to replace my broken one. Was assured it was the replacement model and would fit where the old one is. It didn't even come close. Was way deeper. Took two weeks to finally get through to the company. Was on hold several times and cut off all of them after 45 minutes. Finally got a rep for a return. I paid 1289. 00 and received a refund for only 840.00 after they charged their restocking fee. That was after taking two weeks to pick it up which I was charged for. Then it took several weeks and emails to finally get the partial refund. They should have a 0 for a rating. STAY AWAY FROM THESE PEOPLE! Date of experience: December 8, 2021I dont see why people are exaggerating, this is a nationwide company over 20 years old. The showroom team has a built in customer service team and i was able to see this company grow slowly and steadily. Love this company! Tip for consumers:always go with the extended warranty (they use allstate insurance) Products used:GE SLide in range and OTR Service Value Shipping Returns Quality Date of experience: March 15, 2023Bought a range, including service to install and take away old range. The stove was damaged, size was not as advertised (larger than stated on site). Service took out old stove and Left the new one in the middle of the kitchen for me to deal with. They took picture of the damage, said they would send to AJ Madison, and instructed me get a contractor to make the hole in the countertop bigger to install, and to contact AJ Madison for a refund. I did as instructed, paying a contractor to enlarge countertop and install. However, when I called AJ Madison for an adjustment, the most they would offer was $100, on a $1400 range. This would be approved if I would dis-install and take a picture of the serial number on the back of the stove. Would not recommend buying from these guys under any circumstances. Tip for consumers:Would not recommend buying from this company. Products used:Range Service Value Shipping Returns Quality Date of experience: February 8, 2022I spoke with an agent over the phone. I want to purchase a set from cafe. I had some questions about fitting the appliances in my space. I asked if they would come and measure. He said you have to pay for the appliances then $125 for the them o come measure. I said I have no problem Auth paying the $125 for the measurements but didn't want to lay out $9000 if they weren't going to fit. He said well I'm not sending my guys out to measure if you're not serious. I asked to speak with some e else because we weren't going to work well together. He hung up the phone. If that's how they treat customers looking to purchase how to they treat you after you've made your purchase if a problem may present itself Date of experience: July 26, 2022This is a update to my last review. In short, I bought a Samsung refrigerator on 3/25/19. Showed up over a month later with damage on both doors. Took another month to get someone to look and send back pictures which was already done by delivery company. It has now been since 5/28/19 that AJ was notified of the damage and still have no new doors. State attorney office of New York is investigating. Stay away from these clowns! They will only take your money and provide the worst customer service if any! Date of experience: August 6, 2019***STAY AWAY FROM THE COMPANY*** UPDATED REVIEW About a year ago a had a super experience with them (read original review below). Placed a second order with them now and its been a disaster. Waited home all day multiple times and they dint show up. Customer service is terrible. Was firced to use a laundry mat for weeks. Cannot be trusted, disrespectful and unreliable. I STRONGLY SUGGEST YOU SHOP ELSEWHERE. Tip for consumers:***STAY AWAY FROM THE COMPANY*** UPDATED REVIEW About a year ago a had a super experience with them (read original review below). Placed a second order with them now and its been a disaster. Waited home all day multiple times and they dint show up. Customer service is terrible. Was firced to use a laundry mat for weeks. Cannot be trusted, disrespectful and unreliable. I STRONGLY SUGGEST YOU SHOP ELSEWHERE. Products used:WASHING MACHINE Service Value Shipping Returns Quality Date of experience: December 9, 2021This company is incompetent at best. Cannot get the order right, delivered damaged goods, and refuse to do anything to rectify the situation. Communication is non existent, had to make too many calls for service and was constantly placed on hold for long extended periods. You can purchase these products anywhere and AJ Madison is not a good option. Date of experience: September 18, 2020Lots of salespeople to sell you, but long hold times and no real help when there's a problem. Stay away from these guys. Their all "sell" and no service. They could care less if they stick you with a crappy product. Once they have your money. They're keeping it. Date of experience: August 15, 2018I am certain these people are not honest. They advertise free delivery but I paid $75. I wrote special delivery instruction in the appropriate box. They advertise that I will get an email and phone call before delivery. Neither happened. The A. C. was delivered next door. I am 67 and there is no way I can carry it. I called an complained and they said UPS would come back and bring it to my home. They never did. I called and spend at least 1 1/2 hours on the phone, got disconnected twice and no one called back. I will never shop with them again! Date of experience: April 6, 2021TERRIBLE TERRIBLE CUSTOMER SERVICE. Most reviews are written as part of promotion. Order placed a month ago, took 2 weeks to ship, another week to even schedule a delivery only to have it cancelled and yet to be re-scheduled (while appliances are in the warehouse in the same city). Every time we call they are coming up with different excuses while our window of delivery ends today. Service Shipping Date of experience: July 5, 2023A month ago they delivered a prepaid refrigerator that had two dents in the door. They assured us a new door would be promptly delivered and a technician would install it. It's been a month and nothing. Very difficult to get through to them and then they put us on hold and disconnect us. They say they'll look into it, but we have yet to receive a call back. Tip for consumers:Be aware of damaged products Products used:Frigidaire Refrigerator Service Value Shipping Returns Quality Date of experience: June 22, 2021I ordered a refrigerator and freezer unit from these people in March 2018. I purchased the extra extended coverage as well, which in hindsight was a poor decision on my part. The items arrived in reasonable time, however upon installation, the fridge was non functional. I left three separate voice messages with no response over a period of 5 days. I finally was able to reach a human, and was put on hold for 45 minutes, upon which I gave up. A subsequent call reached someone who said that a service order would be put together and there would be some contact or movement on the issue within 48 hours. None of which happened. No email, no call back, no acknowledgment of a problem. Took another 4 days to get someone to replace the defective part. As far as I can determine, this company will basically tell you anything to get you off the phone. THEY WILL LIE TO YOU! Date of experience: June 2, 2018I purchased a LG high end Washer &Dryer. Was told it would be delivered in 7 to 10 business days. It took 3 1/2 weeks to arrive. The dryer was damaged and I refused the item. Was told they would contact me the next day. Waited 2 days and called, took an hour + to get to customer service. Was told they would get back later in the day. No return call. Called Brian ( sales Rep.) very nice but same thing (will get Right back). 3 days later no word from anyone. Called this morning at 9 AM. Took 49 minutes to talk to customer service rep. Then on hold for 24 minutes. I cancelled order and will not use them again. Another problem was Delivery, I paid for install and take away. The delivery team left all the trash in driveway even after I told them I paid for take away. Go figure. Date of experience: July 20, 2020Bad experience with these guys, won't use them again. We purchased an appliance (induction range) and found out before delivery that it wouldn't work in our apartment. My bad for not understanding this in advance, or for seeing the fine print about the 35% (!) restocking fee hit for canceling the order. But they wouldn't even work with us to apply a reasonable share of the price we paid to purchase another product from them instead. Just basically told us we're out of luck. Absolutely their right, and fully disclosed, but seems like really bad business to lose a customer through zero flexibility and understanding. Obviously won't buy anything from them in the future. Learn the lesson from me: do all your homework, double-check your measurements and installation requirements, and check with your building superintendent before you buy a new appliance. Otherwise, at least with these guys, it will be costly and they will take your money and won't try to help you out in any way. Thanks for nothing AJ Madison. Products used:None Service Value Shipping Returns Quality Date of experience: June 29, 2023Horrible customer service - terrible wait times on phone then you get i will email you or call you back and nothing... would give 0 stars if i could - 4 months into a order and i have received 2 of 4 pieces and cant get a straight answer out of anybody there all lies Date of experience: August 17, 2020After purchasing a SMEG refrigerator and it "shipping" within a day - I got crickets for 5 days on the site that was supposed to give me shipping updates. I don't expect it here - just some notice and updates. I called customer service. 6 minutes later after waiting I got a person, gave her my number and she said "I'm actually going to have someone help you." and then she dumped me back into a queue where I am into 16 minutes of hold, and have had "7 callers ahead of me" for about 5 minutes... I would never do business again with an organization that takes service so cavalierly. Never again. Date of experience: August 7, 2018I paid $4000 for a refrigerator at AJ MADiSON. I was given incomplete delivery and installation information. For two days i left a dozen emails and voice messages asking customer service for help and information. No one ever replied. I had no choice but to stop my amex payment until i heard from them. Customer service still never replied. The salesman said a manager would call me. It's been a week and a half and no one has ever contacted me again from aj madison. Time-wasting horrible experience form your company which flat out just doesn't care about the customer- (june, 2020) Frank Oznowicz Date of experience: June 27, 2020This place sucks, when I place d the order it showed it would ship and arrive within a couple of days - that's what made me decide to buy fro them. But it's been dragging on for weeks now and we're without a cooktop! Never order from them Date of experience: September 18, 2019I lost my home in hurricane Michael on 10/10/18. We were building a new home back and ordered appliances on 7/10/19. Today is 3/22/21 and I still do not have my Refrigerator and Freezer and their customer service department can't tell me when I would get them. I was originally told it would be October 2020. When I didn't receive them I was then told January 2021, then February 2021, and now March 2021. Since we were building a home I had to send spec sheets for appliances so my cabinets are built to accommodate this set. The salesman has been rude, not helpful and told me I have to call Customer Service which in itself is an oxymoron. This has been a nightmare... I did receive my oven and dishwasher after 1 year ordering but to this date haven't received the warranties that I paid for. Mary Ann Tip for consumers:Do not use them Service Value Shipping Date of experience: March 22, 2021Don't be suckered to buy from them - I tried to purchase 2 air conditioner heaters for a apt complex and got a reciept that said shipped with an email confirmation, a week later i had not heard anything so i called and it was then they were suppose to be delivered, but to my surprize they are now on backorder. I tried to contact them for them to send me a comparable unit for the same price but the only thing they wanted to do was to sell me a more expensive unit. They will not work with you no matter what even if it is their fault. They tried to blame it on amana, but i called them and they told me which unit to tell them to send which is comparable, but i called aj madison and they said they would call me back but i havent heard anything yet, so when i tried again they were already closed. If this is the customer service you want deal with these people if NOT do not buy from them and maybe they will figure it out that customer service should be number 1, espacially when its their fault for not letting me know earlier or working with me.,... thanks for reading Date of experience: February 13, 2009