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Review summary
Appliances Online Australia is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
I ordered an item from this organization which mentioned July 10 as delivery - I've just spoken to these people and they have told me they don't have even the item in stock in Victoria so are advertising appliances they don't have and I now don't know when this item will be available or delivered in Victoria - they offered me the same item to be POSTED though I requested my old item of exactly the same product be collected for recycle so how is an Aust Post delivery going to achieve that - now I wait and watch for a "couple" of weeks until the item is in stock in Victoria. Very misleading and poor customer service should have gone retail.
We have now got several large household white-goods from Appliances Online. Have purchased via the website & on the phone when using their price matching offer. Really excellent to deal with.
The delivery service is first rate keeping you up-to-date with the delivery status and arrival date/time. Plus taking away the old one is just great.
In one case I had to make a warranty claim - again it was no hassle, excellent to deal with and they sorted the problem out for me.
Highly recommended to deal with. We will do so again.
High quality products, high price-quality ratio, satisfactory service, high quality after-sales support. This is my first time to contact this online shopping company, and I will be its forever customer.
I ordered my new washing machine in a Sunday night and it was delivered and installed on Monday morning by a very friendly and professional father son team. I will most definitely use appliances online in future.
Fridge arrived damaged. Customer service not willing to budge at any negotiation or to loan this damaged fridge until replacement arrives IN A MONTH. I offered to keep the fridge at a fair price based on the damage and they weren't willing to budge from the RRP. Took a day off for work for this. Food spoiled. No compensation. Still no refund. Lost time and money all around.
The delivery driver Gary was excellent and attentive and showed wonderful customer service delivering my fridge to Proserpine. Please pass on my sincere thanks to him, he is exceptional at his job, knowledgeable about products and the ordering process and really friendly. Everything a delivery person should aspire to be. Very impressed!
28 April Put in an order for an oven, where they confirmed installation on the 2nd May.
29 April they then cancelled on me and rebooked me for the 8th May.
8th May 7am, was awake waiting for the guy, there was no knock or doorbell ring. Apparently they came and even sent the head office a picture of my front door. They did give me a missed call but my phone was not on me.
I am now booked for the 19th May. Totally untrustworthy and be careful if you book them for a gas install.
With the same company, I also got a fridge delivered. He sent a sms with tracking of his location and also knocked on the door.
I now have to give up 1 more days of wages, which makes two days wages lost. Totally not worth it to save $100.
At first, i wouldve given a great review. Quick delivery, delivery staff were lovely. But when it comes to claiming warranty, Absolutely APPALLING customer service. No stars deserved. Our fridge has been dead for over a week now. We have been screwed around non stop with getting someone to come and "assess" the fridge. 2-3 days for "urgent". By the time someone came (which mind you still took a further few business days!!) , sure enough i was right, it had a gas leak and killed the fridge. Replacement required. Although the fridge is under warranty, it has been NOTHING but a MESS to get it replaced. Instead of acting in good faith and just replacing it like any other goods store would, they won't until the manufacturer applies credits to them first. Not to mention consumer laws require the seller to deal with warranty... How pathetic. Instead of keeping customers happy, theyre keeping their pockets full. in the mean time, it's been over a week no fridge and will probably now spand over the weekend into the third week. We lost hundreds of dollars in food as I had JUST done our families groceries shop. No compensation, nothing. They truly don't care about their customers. If this was through a physical store, like your competitors, we wouldve had a new fridge the same day it died. The way you expect customers to deal without having an essential household appliance is abysmal. shame on you. Anyone reading this, please take this as a lesson and do not buy essential household goods from here unless you have a great Plan B to wait it out.
UPDATE:
Peter actually got things moving and fast tracked. Like magic, a new fridge is coming tomorrow. Whilst I appreciate that things have now worked towards a resolution, I will still let buyers know to be cautious. I know I am not the only customer who has had appalling customer service.
I think the website and purchase experience was great. I ordered a gas stovetop to replace an existing one with the same size and paid for installation ($360) - no questions on installation requirements. Installer came and said kitchen bench needed to be cut (new square corners instead round ones - i accept this), outside gas cannisters sitting on cement black which wasnt quite level (needed a bit of cementing work to level it out, ok), new stove needed electrical outlet (needed existing electrical socket to be moved close - i didnt know this), and door to kitchen to be removed (i offered we can do this ourselves). cost of additional work? $840 taking installation to $1200. The installer went away with our new gas stove. Installation works all up reported to be 5 hours. That's $240/hr. I have offered, paying total of $860 for installation which I believe is reasonable given the amount of work ($166/hr for the 5 hours they say they need) and absolutely no care taken by appliances to say what was needed for installation. (and taking down door ourselves which shld reduce scope of work). Absolutely no update despite calling every day so nothing has moved and in the meantime we are without a stove for 3 weeks. I have given the full account so that this is not seen as a one-sided rant given the additional works required. I am on the 4th call, waiting to speak to a manager. It is now on the 26th minute I have been on hold...
Thank you Thomas for finally replying today after I have posted. I’m accepting the proposal below, what was not acceptable was waiting for 4 full busineas days for a reply to my proposal and getting silent treatment in return. I am now trying to get you again to book in a time so that we can finally get cooking again after 3 weeks.
Things finally resolving after Thomas got on the case and I’ve updated he stars as a result.
I have nothing but praise for Appliances Online. A fridge dying was stressful. Appliances Online had a good range, great prices, and free next day delivery with good communication about when they were coming. Unboxing sounds like a small thing, but not having to deal with the packaging is great, not to mention removing the old fridge! And getting fridges through tight spots in our house without hitting anything is more than I could’ve managed. They were courteous and professional at all times, set the temperature controls and gave advice about chill times before they left. This is our second purchase (previous was a washing machine) and this just built on our good experience from last time. Very happy.
Appliances Online always has great prices, and useful info and product manuals in their website. They consistently deliver on time (I buy most of my appliances here), and they took my old dishwasher away for free. Great service!
Seamless process from ordering to delivery. The price was competitive, including free delivery and removal of the old appliance. Delivery was within the 2hr window and overall a very easy transaction.
I have used Appliances online previously and always found them to be competitive and efficient with an easy to use website.
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