Appliance Direct, Inc. (All Store Locations)
reviews and complaints

We have been sold a brand new broken dishwasher that has no warranty and we are being ignored On 5/26 We purchased a Samsung dishwasher and a Samsung range. We were given a receipt and invoice which the salesman, Brett, wrote "1 year warranty" and a phone number. I installed the unit and it started flashing lights.Water leaked out of it and flooded my home. We called Brett and could not get him on the phone for two days. We finally got a hold of him and was told that we would hear something back later that day. We never heard back from him. We went there in person, with the unit for an exchange or refund and was told that we would be subject to a 25% restocking fee. He told us that we would have to have the warranty company fix it. He told us he would look into it and make something happen. Nothing has happened. We contacted the warranty company ourselves and have been told that the unit is not under warranty until next year somehow? We are tired of having to fight between Brett and the warranty company. I have sent an email supposedly to "Sam" the owner but have also not heard from that .

Purchased 4 appliances and they were delivered oct 18, 2021. I told appliance direct the refrigerators ice maker wasn't working and freezer was icing up. The store manager Luis P approved ordering a different model. I was told it was on order & would be received mid Jan. I received a text from Appliance direct Jan 18th that it was there. After numerous calls and being told the manager was out sick and I'd have to deal with only him, we went to the store sat feb 12th. An employee named Anthony was there and he was extremely rude. I tried to explain what had transpired and he said Luis had no authority to offer a replacement. Anthony's answer was I should have asked my old fridge back, but how would I have known freezer was bad. It takes time to make ice. An employee who sold us the appliances came in to work and verified with Anthony what Luis had told us. Unfortunately Anthony still insisted the new fridge wasn't there and even if it was he wouldn't exchange it. I'm a senior on a fixed income and can't afford to throw away $1500 on a bad refrigerator. Please please help me get this resolved. Thank you so much for your help.

Misrep. financing. not disclosed w/ 90 day SAC, the fin. co. Charges for it. $52.43. Store led us to believe CC # was being used for 1st Pmt. Not use Were told we needed to provide a credit card number for the first Pmt to go on. Was never mentioned that this was for a usage charge that the finance company (Progressive Leasing) charges to go through them for the 90 days same as cash... Which renders it as not being 90 days Same as Cash! We have done many many purchases through the years with Same as Cash Promotions, with various term limits. Had we known that in a purchase of $414.91, they would be charging us $52.43, We would have paid cash or put it on a credit card?! Very deceptive in that they (at the store) do not disclose this to their customers... Imagine our surprise when we called the finance company to pay off our purchase, (of which we thought a payment of $52.43 had been made and so now we should owe only $362.48, but we are being told we still owe $443.95. The total purchase total was only supposed to be $414.91. And then on top of that we paid the delivery person $60.00 directly to deliver it...i think being that the store clearly misrepresented the whole thing, that they should have to refund the $52.43...

Purchased refrigerator 01/27. Item is unsafe according to information booklet. Purchased refrigerator on 01/27. Information booklet states the following: 1) Unplug fridge to clean inside/outside or you could be shocked. 2) Coolant dangerous, could explode. 3) Shows NoFrost, but booklet refers to having to defrost. This is an unsafe item. It should not be sold to the public. I repackaged the item and returned it to Melbourne today. The manager, Guy R refused to even listen to me. Kept saying you should have made a service call. A service call would not change the lack of safety features. Guy R said he would not take it back, because the fee would be on him. Unsafe features are concealed inside the fridge until it is opened at home. No one would buy this knowing the unsafe features in advance. When I purchased the item, I had to have exact cash, because he did not have change. He was saying "***" while loading the item in my truck. He is an unprofessional dishonest con. I would have returned the item days ago, but have been involved with a very sick family member, plus rain delayed the return. I WANT A REFUND AND DO NOT WANT TO DO BUSINESS WITH THIS PERSON. Warn the public not to do business with them. Your assistance with this matter is appreciated. Thank you.

On 11/28 I went to the Kissimmee Appliance Direct location to purchase all new appliances. My invoice number is XXXXXX and salesman was Johnny. Full payment was made approx. 2wks later when the refrigerator came in. I took delivery of the microwave and dishwasher almost immediately. I have no issues with the microwave or dishwasher. The issue begins on 12/21. Deliver was scheduled for this day and the delivery drivers showed up to my house. Upon seeing the handles they brought into the house, I noticed that they were wrong. I stopped the delivery men to see what model they had before they brought it into my home. It was in fact the wrong model. They had a *** I had never seen this model and it didn't match the other appliances I had. The model I was suppose to receive is *** which is a 5 door model. I refused the delivery and the drivers left. It was a holiday weekend so I didn't hear anything. No big deal, that's understandable. When I did finally hear something from the store, 1/18/22, I was told that the correct model was in and I owed an additional $1300. This is unacceptable. If I would have known about such a substantial price difference, I would have just cancelled the order. At this point, I have paid off the credit card from ***, and I also paid a portion of the price with gift cards received from work for christmas.

Faulty Fridge Freezer I purchased a *** Fridge Freezer for our vacation home from the Kissimmee store in September . Within 4 days the appliance was not working correctly. I called the Kissimmee to report the issue. The store manager Edward A told me that I had to have a repairman come and take a look at the appliance which we agreed to. The visit was arranged and the repair resolved the issue for the remainder of our stay. We returned to the property in January and found that the appliance was again not working. We were again told by Edward A that we needed to have a repair which we did. The appliance again worked for the remainder of the vacation. Edward A arranged for an extension of the Warranty from *** as we had issues from the start with the appliance. This warranty was extended to the 8th March . We returned to the property on the 14th of March to find that the appliance again had the same issue. I emailed Edward A to inform him that we had the same problem. I called Edward A on 16th March to see if there was anything that could be done. Edward A was distant and not helpful at all. I was left in silence on the phone having to check if he was still on the telephone to which he would respond yes. I would like to speak to somebody with regard to the total experience I have had with Appliance Direct, Edward A and ***. Please can you email me with a solution?

On 12/13 my son purchased a refrigerator for me as a Christmas gift from Appliance Direct in the Altamonte Springs, FL store. The salesperson was great, and very helpful. However, I had a very bad delivery experience, through a third party vendor hired by Appliance Direct. While installing the appliance, the delivery person pushed the fridge too far back into the wall, breaking the waterline. Water was shooting all over the kitchen floor. The three delivery men used every towel in the house, and some from a neighbor to mop up the water. The delivery man did give me $50 towards the cost of having to clean all of the towels. They had their plumber come out and repair the waterline, and they did put the appliance in without anything else going wrong. Now the floor has buckled and I would like the delivery company, or the store manager to pay to have the floor repaired. The store manager did refund my son half of the delivery fee. I have texts on my phone to show that I tried repeatedly to talk to the delivery company, and to the store manager. The manager stated that the delivery company was licensed and insured. The delivery man stated only his truck is insured. Neither would provide me with the name of the delivery company. The store manager's name is Don *** The delivery person finally did text me a photo of his ID. His name is William *** XXX-XXX-XXXX. Address: ***, *** XXXXX. How do I go about having either the delivery company or Appliance Direct pay to have the floor repaired? Thanks

New Washer Never worked - Ever - Model *** Serial Number CXXXXXXXX New Washer Never worked - Ever - Model *** Serial Number CXXXXXXXX I bought this model in early Sept 2020 from Appliance Direct in Melbourne. Upon delivery the person ran a quick wash, when he was satisfied, he canceled the cycle and left. I put in a load of laundry and it never finished, I waited four hours before I had to take my clothes to the local laundromat to finish the wash, than I personally went into Appliance Direct and told my salesperson. They scheduled a repair person to inspect the washer and order parts (Brandt's Appliance Service). Two months later the replacement parts arrived, and the washer was repaired. The technician ran a quick wash and when he was satisfied, he terminated the cycle and left. Once again, I loaded close for its first wash... and wait for it... it never finished the wash cycle, I waited four hours for it to complete. I took the closes to the laundromat to finish the wash. I immediately when back to Appliance Direct and talked to Trace and told him the washer had never ever worked. He called Whirlpool the following week. They authorized a technician came out again. He arrived and called Whirlpool, between the two of them, they suggested my Cable TV Modem may be causing the Main board in the washed to malfunction because it was plugged into the Upper Outlet on a two-outlet receptacle on the wall. I told him this was quite a stretch and I moved the Modem to another room. The technician ordered another Main board and I'm waiting for it to arrive. Bottom line is it is now over 4 months and I have not been able to complete one load of laundry EVER.

Ref: *** Purchase Date: 02/25 Ant. Del. Date: 05/01 Item: *** (Whirlpool 36" wide French Door Bottom Freezer - white) Have spoken with Luis P repeatedly over the past eight months (since original "anticipated delivery date") and have each time been provided an new/updated anticipated date than I am told is being provided by the Whirlpool warehouse; the last such date provided being 28 Dec 21. On Tuesday, 18 Jan 22, I called the Fruitland Park store and spoke with Tory. Tory informed me that Luis was out ill and would contact me once he returned on Monday 24 Jan., however Tory additionally researched our order and provided very confusing information in that the item we ordered was not on order nor available. In order to get additional assistance, I attempted to call what appeared to be Appliance Direct's corporate office in Melbourne, Fl. Upon calling I asked if I could be provided a number for corporate and was asked which store I might be having a problem with? I informed the individual that I didn't want to give information concerning one store to another. At this point the man, now very angry, stated "I asked you which store and I'm not dealing with you any more. Have a good life." and hung up on me. I have paid for a refrigerator, 4yr service contract, and ice-maker connections totaling $2890.29. I have called every time that an anticipated delivery date has passed and I have been repeated reassured that my delivery "is coming", but is delayed to COVID and shipping delays. Now I try to get information from Appliance Direct's corporate office, but am not only not provided a number or means to contact them, but am dealt with very rudely. I am now filing complaints with both the Florida State Attorney General's office and the complaintsboard.com (Complaintsboard.com) seeking answers/resolution.

Back in July I placed an order for a whirlpool package of kitchen appliance. I had put down $200.00 as down payment. I was told that they had everything except the range, so I said I am in no rush since I am remodeling my kitchen. I call them in a most the end of August to see if they had gotten the range. I paid $3,049.75 plus the $200.00 which total $3,249.75 for the appliances and delivery on Aug 28, 2021. They appliances were delivered on Sept 3, 2021. Appliance Direct delivered a scratch and dent range. After constant called they decided to switch out the range. It got delivered on Nov 8 2021 and now the door and out of placed. Reached out the store and they told me call back in 3 days. After 3 days I called and the told me to call whirlpool. Whirlpool said to go back to store to get the range switched out and store sent me back to whirlpool. I asked the manager to delivery slip since whirlpool asked me for it and the store is now ignoring me. On November 26, I got hold of a chat Appliance Direct has and asked to speak with the Owner since I was being ignored at the Kissimmee Store, they sent me a text indicating to call Guy on Monday, so I did just so, I called Guy on Nov 29, 2021. Told Guy the Regional Manager for all the Appliance Direct for Florida as he indicated. I explained all that was happening with the Store and Guy seemed be shocked when I told him that the store rep told me to reach out to Whirlpool for repairs on a brand-new range and said he will reach out to the Kissimmee Store and get back to me. I went to give him my contact info which he indicated he had.to this day Dec 17, 2021, I haven't heard back from Guy. I sent him a text on Monday Dec 13, 2021, indicating I wanted to speak to someone above him since it doesn't take anyone over 2 weeks to get back to a customer and that I need my money back, someone to come get this range out of my house and the delivery slips for my other appliances. I need my $907.72 refunded back to me.

An item I purchased makes a loud noise, company says not their problem & manufacturer says nothing wrong with it. Still making loud noise. No one help I purchased a*** refrigerator & dishwasher from this store on 6/20. It took them 2-3 weeks for them to deliver them. A few days after installing refrigerator I called & spoke to Robert about a loud noise fridge was making. He said call*** they will look at it for free. A tech came a week later & then a week after receiving the part to replace a thermeister( is what he called it) . After he installed it was still making noise he said to give it 24hrs, I did & it still made a noise. I called Robert & he said "once we sell it it's not our responsibility anymore, you have to call manufacturer. I said that's ridiculous, you sold it you should stand behind it! Anyway I called*** and they sent a 2nd tech out who said nothing is wrong with it but that the loud noise was normal. I then called the district office & spoke to guy. He said he would call me back after trying to resolve it. He did not, after a week of him ignoring me from his cell I called the corporate office and spoke to him. He said there's nothing I can do. I said wow that's how you do business? He said yes & hung up on me. I called the store and spoke to peter the assistant manager and told him the issue. He said unfortunately it's not up to him or else he would exchange it. I told him I would call Robert the next day since he never called me back earlier, which is why I called corporate. The next day I spoke to Robert who said he would speak to his representative to see what they can do. I've still not heard from him, 2 weeks later. All I want is a different fridge that doesn't make a loud noise! I spent 1350 on this fridge, had I known they didn't stand behind their product and that they were so rude & unprofessional I would've never went there. I tried to keep my purchases to a local store to support them during this crisis & this is what I get!

I am not satisfied with the washer's perf***ce. I talked to the store manager to return it and get a refund but he has not yet approved it. Model: *** Sales Rep: Frank G Manager: Ed Customer Code: BX-XXXXXX Paid with VISA $677.77 + tax The washer was ordered at the Appliance Direct store in Kissimmee on 10/29. They didn't go over any return policies with us. Once they let us know that the washer had arrived and it was available to pick up we did, on 1/9. I carefully went over all instructions before trying it out 1/16. After closely monitoring the washer's operation I noticed that it was slow, it doesn't even rotate the clothes through the agitator. Some items were intact, some parts didn't even get wet during the washing cycle. This was in the Bulky setting with the Deep Fill option set to max capacity. That same day I called the store and expressed my complaints and that I want to return it. A sales rep told me if I had already used it that it was up to the manager to approve a return. I asked to speak to the Ed, the manager and he indicated that the first step was to have a Maytag technician make sure whether it was defective. I set up the appt and the tech came 1/27. Upon inspecting the washer he found no error codes and that it was working as it was designed. Nonetheless, this machine doesn't get clothes thoroughly clean. Called the store again, after several attempts I am finally able to speak to the manager, today 1/29, and I told him that eventhough the tech reported there was nothing wrong with it, I was not satisfied with the washer's perf***ce. Having done a several loads I was convinced that it doesn't meet my expectations and it doesn't meet the needs of my family. He then told me to call Maytag to ask for a "return authorization" so he could then proceed with the return. I called Maytag and they said that I was misinformed and they don't do such thing. That any return/refund process has to be directly handled with the company that it was purchased from. So I called the manager again and told him what they said. Then he said that he sent an email about the issue to some "Tech care" (didn't explain about the process) and very vaguely said he would let me know next week when they respond.

refrigerator purchased 5/30. Water dispenser has leaked since day of delivery, multiple attempts made to have it resolved with no help. Assistance is needed regarding a purchase that was made from the Appliance Direct store in Port Orange, Fl on May 25. Three appliances were scheduled to be delivered on Tuesday, June 2. When the delivery men arrived at my home they only had two of the three purchases that were made by my husband and I for our new home. The delivery man at that time quickly fixed the issue by calling the Port Orange store and arranged for the final appliance, the refrigerator, to be delivered within the same day. After the delivery of the refrigerator things took a downward spiral with the company, particularly the store manager Craig from the Port Orange location.My husband and I have made several attempts via phone to store manager Craig and assistant store manager Don to have the refrigerator that has leaked since the day of install onto our newly constructed home's flooring, fixed. Each and every time we have made contact with either individual, especially Craig, we have been told that they are working on the issue and have been promised to receive email notification stating that they have reached out to the technicians to have scheduled maintenance on the appliance to resolve the issue. We have yet to receive those emails or any call backs from the maintenance worker(s) and Craig the store manager who has promised to reach out to us multiple times has yet to do so. My husband and I are constantly contacting the store pleading for help. The most recent apathetic and inconsiderate situation occurred on May 13 with store manager Craig who became very rude when we asked for the appliance to be returned and a refund issued immediately due to the improper functioning of the appliance since its arrival. Since the incident with Craig, contact has been made with Guy, the cooperate manager. I was informed by Craig on 6/20 that he would call me back because he needed time to research the incident. My husband and I have reached out to Guy at the Melbourne location multiple times and left messages for him to return our calls and have yet to hear back. Our most recent attempt to reach him was 6/23. The model number for the refrigerator is *** and the amount that was paid for the *** refrigerator was $1673.68 via *** card.

But new washer to find out it was a refurbished washer when trying to use the *** warranty with its current issue I knew to ask for refund denied After trying to use the *** warranty with the 800 number on the washer I spent 1 hour and 20 minutes only to be told that it was not under warranty and that it was actually a refurbished unit and it was refurbished by someone other than *** so *** has told me they will not do any warranty work on it I called Appliance Direct was quickly given the owner's cell phone number his name is Jeff I spoke with him in great detail of my dilemma he told me to just call his warranty department and have them come out and fix the issue from what I understand the issue is unfixable it is water trapped under the tub when I called his substandard warranty company they informed me that if it was not a repair of functionality I would have to be paying for the service call this unit is 3 months old from the date I purchased so rather than risking having to pay for a service call with a substandard warranty I called the credit card company brandsource*** and informed them that this establishment sold me a refurbished unit and that the warranty provided only covers functionality repairs and if a repairman was sent out to my house and could not repair the issue I would have to pay for the service call I thought this was very unacceptable especially the fact that it was a used unit possibly having mold growing inside it because of the problem of water trapped under the tub which is not a problem of functionality after explaining the situation in great detail to the credit card company they informed me to ask the merchant for a full refund at which point I called Jeff back on his cell phone and asked if he would give me a refund because I did not even want the washer for free I offered to bring it back in my truck if he would have disclosed that it was a refurbished unit I wouldn't have felt so deceived I thought I was purchasing a scratch and dent open box Appliance not a used one the solution I'm looking for I believe I found it I did a chargeback to this establishment and we'll have to provide proof from *** that it was a refurbished unit and that is why they are not doing any warranty work on this unit my purchase date was March 17th model number free wa50 r5400 a w the price of this unit was $580 plus tax I found the problem on July 6th I feel the problem has been there since day one but I cannot prove that all I can prove is that it is a refurbished unit

Bad service with no response that can be agreed on To whom it may concern; This email is to advise that we are very dissatisfied with your company's Customer Service at this time. We purchased a new *** dishwasher from your Altamonte Springs location on June 12, after our previous unit stopped working. On the date of purchase, your salesman Fritz, at that location, did not advise us of any of the benefits of the unit. We basically made our decision based on price. When we decided to purchase, he went to check inventory, he was advised by store manager Robert that the units available in the store were already committed to other customers. We advised that we would be okay while waiting for a new unit. The unit was purchased at that point for $257.77. A two year warranty was also purchased at $49.99 (no written material provided on warranty) and a $20.00 connector kit was also purchased. About a week later, the unit was delivered by a third party. Upon the delivery, we were advised that the unit could not be installed because the pipes in the house were not the correct size needed for the unit. We called a plumber, and paid $160 to have pipes changed and a leak updated. This was on 6/24. On 6/25, the third party company came back and completed the install, at which point we paid an additional $108.00 for the installation. We started using the unit and noticed that items were left completely wet on the top shelf, the silverware was also staying wet and other items as well. I called Fritz at the store and was referred to call***/*** to have a tech come out to check the unit. This call was placed on July 6 at 11:21am. The technician came out to the home on July 13 around 12:00pm and walked to the unit, opened the door to the unit and said "You have drying agent in the unit and the unit seems to be working right, but based upon a plastic tub, the unit will never completely dry your dishes. Even on high heat dry". (See attached) I, again, called Fritz and advised this and he said "Let me check with the manager and I will call you back". Since then, I have not heard back from him and finally spoke with Robert on July 14,2020. He advised he would contact the corporate office in Melbourne, Florida and give me a call back. Robert called me back yesterday and advised that corporate "would take the unit back but will charge a $75.00 restocking fee plus another installation fee for a new unit". This is after paying approximately $638.70 in total so far. He also went as far as insulting me and my partner by saying "common sense will tell you paying $256 is not the same as paying $600 for a better unit". I asked for a contact at the corporate office and was given a number for Guy, which was the Melbourne store location. I called and he was out of office and was provided with his cell phone of ***. I have since then called and left various messages and he has not called me back Called the store early this morning and was advised that he was in a meeting and I left my cell phone number for a call back. Have still not heard from him. My partner called the Melbourne location about an hour ago and Guy was no longer there. Your salesperson then provided this email address to contact someone higher about our situation, after we advised we would contact the complaintsboard.com, and post on social media about our situation, and reading notes on account. This is not good customer service and we have been insulted and given the run around. I hope to hear back from someone other than the people mentioned in this email with a resolution which both of us can agree on. With Regards

My complaint is the incredible lack of customer service/communication from the Operations Mgr. I contacted him over 50 times thru text & phone. I purchased a Kitchen Aid refrigerator from the Melbourne location on May 18th. I paid $3702.19 which included extended warranty and tax. The refrigerator was delivered on June 10th. I performed the initial set up requirements of emptying water and ice. Several days later the ice maker did not fill the bin. I called the store and was told to call*** to set up a service call. Brandt Appliances sent a technician out on June 18th to access the situation. I was told the ice door, evaporator fan door, ice maker and dual water value were defective. The technician returned on June 23rd to repair the refrigerator. The issue of the ice maker not performing properly was not resolved and the water dispenser started spraying instead of a steady stream. This was the beginning of numerous calls and text to the store and Mr. Mark R. From June 24th through July 17th I have exchanged over 20 text messages to Mr. Mark R explaining my dissatisfaction with the refrigerator. Additionally from July 2nd through July 17th I made over 25 phone calls to either the store, Guy R and Mr. R expressing my dissatisfaction. Mr. R initially received several phone calls until he turned me over to Mr. R. I was asking for an exchange for a new refrigerator. Mr. R said he needed to go through *** to make this happen. After a few days I corresponded with Mr. R to ask him about an update. He said he was still waiting to hear from ***. He told me I should call *** directly and complain about my frustration about the refrigerator, which I did. Two weeks went by and there had been no resolution. On July 1st I asked Mr. R for an update on the refrigerator. He responded he would call me when he got out of his meeting at 4:19 pm. This was the last message I received from Mr. R. I also told Mr. R that replacing the refrigerator was no longer an option and I wanted a refund. I have expended numerous hours and days trying to get my refrigerator situation resolved. Mr. R's lack of communication and disregard for customer service is immeasurable. I have been in contact with Guy and Trace and they do not have the authority to resolve the issue. They at least took my calls. On July 3rd I was on the phone with the store who also had Mr. R on another line. Mr. R was asked about the situation and I was told he said he didn't give "a ***" and he needed to hear from ***. I was able to call *** on July 6th and got an update regarding my situation immediately. I find it hard to believe that the Operations Manager cannot get an answer in a two week period. I found out the next day Mr. R was on vacation and would not be back until the following week. I left several voice messages for Mr. R with no response. I was able to reach Mr. R on July 17th and after a brief conversation he hung up on me. I called the store and Mr. R told me he was not allowed to talk to me, only Mr. R. This left me to take matters into my own hands. I called Brandt Appliances and after 2 visits and a part modification, the refrigerator started working properly. When I called *** they told before they could replace the refrigerator, it needed to have 3 service calls, which I have now met I had sent an email to the owner and was told he was looking at it when I called the store. Never heard anything back. I was also told by Mr. R he would take care of me for my trouble. I was asking to refund my extended warranty ($309). I am still missing an herb drawer for the refrigerator as well. I cannot believe a corporate manager does not respond to a customer who received a defective product especially during an economic crisis where money is tight and stores are going out of business. At no time was I disrespectful to anyone at Appliance Direct. I just want what was promised and a quality refrigerator I paid for.