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Just don't get a warranty replacement through them!
They have really quick delivery and their customer service is pretty good when buying something.
My gripe with them is thereafter sales support. I am currently renting a dryer through Direct appliance rentals. I called up the Residentia Group, as I was having issues with my dryer. Residentia Group set up a replacement as long as I dispose of the old dryer. I scrapped the dryer and the new one came. I was speaking to a lady named [name removed] from Residentia Group while the dryer was getting delivered as they didn't want to leave the dryer ...unless they took the old one. [name removed] spoke to the manager and told them that they have ordered the dryer and instructed me to dispose of the old one so they did. 3 months later I got a phone call from someone named [name removed] requesting the dryer back or they will charge direct appliance rentals for another dryer even though it had nothing to do with them. This is when I tried to explain this and she basically said it was not her problem. I contacted [name removed] and she sorted it all out for me. [name removed] called me back and said she had sorted it all out and cleared everything up for me and that she asked [name removed] to call me, just to let me know that everything was sorted as I get very worked up and I worry a lot. I didn't want to do the wrong thing by Direct appliance rentals who would be out of pocket for something that they did not set up or approve! Still 2 weeks on, several phone calls left for [name removed] and I have not heard from them about it. I have really bad anxiety about this issue as I feel this can stuff up my history with Direct appliance rentals. All I can say is thank god for [name removed] or I would have been paying for 2 dryers for no reason!
Customer service a little slow to respond
Bought an inferior product online tried to get appliances online to help get this sorted. Must admit they tried but had to end up threatening to review the product brand to get action
First purchase great, second purchase encountered poor service
My first purchase (Haier dryer) was great, they delivered it on time and after a few months it had a problem where it would trip the power and APO quickly came into our house and put a brand new one back on and unboxed the new one then put it back on the bench and took away the old one. The second unit now has been going strong for quite a while now. Now for my second purchase (I bought a Kelvinator KSD25HRG) when purchasing it I was using a mix of gift cards and credit card, at first they said (I was getting 2 gift cards, one I already have an...d the second I only have the invoice for as it hasn't arrived via email yet) I can use just the invoice number of the undelivered gift card, then they say they need to get a accountant to authorize it, which wasn't available at the time of us calling them so they said they would call us back tomorrow, 2 days later no response so we call them again and then they say we actually need the giftcard and not just it's invoice number for the gift card and said that the gift card should come very soon (It takes days for their email giftcards to go through) and they said they would call us back later, 1 day later no response we call them back then they say the giftcard's not ready to use because giftcards need to be approved and said the accounts their and that they can approve it so they say they will call back in a hr... one day later no call back so we call them again and they start putting the order through but wait one of the giftcards has already been put in a incomplete order by the person who days ago said you can just use the invoice number, so then they said we will call you back later and by then they will have the order ready to go they say they will call us back in 10mins but ends up being I think 2hrs. Then they call us and say they are ready for us to give them the credit card details to pay for the last little bit of the order and say we will call you back later to choose a delivery date and to confirm everything (at this point I am really sick of these we will call you back) so then 1 day later they call us and we choose the delivery date and then they came and it was FINALLY delivered and the APO people where quite apologetic but still. But guess what, at The Good Guys for $15 more they have a 2.5KW reverse cycle Aero series Panasonic which is x999999999999999 times better than a cheap Chinese Kelivinator (Yes it's just a Chinese rebranded unit) and the Panasonic is true Japanese quality, way more efficient basically the Kelvinator is a low-end A/C and the Panasonic is pretty much the best you can buy. Now the Appliances Online price for that Panasonic was $1200 !!!!! At The Good Guys it was $749 and they where nice enough to even take another $30 off (Bastian deserves a promotion he is really nice at The Good Guys) and I paid about $728 for the Kelvinator it's just that I got APO giftcards that buying the Kelivinator was my only option I am very disappointed in APO's prices I still cant get my head around that APO charges basically $500 more! End of rant ~ James
Online experience good, delivery staff courteous, but customer service not professional
Online shopping experience was really smooth. The delivery staff tried to deliver a washing machine twice, but both machines had a large dent on them. They, however, communicated the delivery time well and did their due diligence each time.
As today is the third time delivery (on Thursday), I wanted to make sure that we can do laundry this weekend (a long weekend). When I called their customer service to ensure that they do not deliver the third-time faulty product, the customer service staff said "We can't do anything because we have thous...ands of deliveries every day. We will deliver until you get one without a dent or refund money to you. You were just unlucky." If a company has the particular problem (which I found the similar review with Electrolux below), it may want to constructively consider the complaints. When you deliver a faulty product twice, for example, please check the item before sending it off third time (the whole batch may be in faulty). Operating it like a lottery delivery (i.e. sending the item out every day until a customer gets a non-faulty one) and telling a customer "You were just unlucky" is not professional and not acceptable.
Be careful - for simple installations, great, but for Double Drawer Dishwasher, use a professional
We've bought a few appliances from AppliancesOnline, including a washing machine. None of these required any degree of skill for installation. Installing a Fisher & Paykel Double Drawer Dishwasher does require skill and experience. The Handy Crew guys did a poor job: the outlet hoses were not raised up high in the adjoining cupboard as specified in the installation manual as very important, the machine was left protruding almost a cm out from the cabinetry, and one drawer was dented in the process. When I contacted Appliances Online about this ...they quickly arranged for a replacement machine to be delivered, which is great. However, I had to rectify the basic shelf that Handy Crew had made to raise up the machine (we have high kitchen benches), which involved hours of work, cost of buying new timber and a special tool for cutting large holes, borrowing neighbours tools etc, then carefully and labouriously installing the new machine (this is not a job for amateurs! It requires a particular, undocumented technique to make sure the pipes etc do not get stuck behind the machine, thus preventing it going right back). Appliances Online have agreed to refund the installation fee, but not the fee for the bodgy shelf construction. So, the moral of the story is - do buy things from Appliances Online, but get a plumber or handy man who really knows what he's doing to install a dishwasher in your kitchen cabinet space. Do not use Handy Crew for this, even though they say they can do it.
Horrible back office service!
Delivery is fast and drivers are friendly and helpful! Back office customer service is horrible.
Ordered a Haier fridge (pay on delivery), found out Appliancesonline price was down on the delivery day. Curiously to find out reason behind via online chat, been promised a refund to match price by customer service TL. Interestingly, instead of simply reduce payable, TL asked me to pay full then call back to organize refund. The refund process was taken 29 days in total, with 4 phone calls initiated from my end, and 5 online chat attempts. The rea...
I read previous reviews about Appliances online and I thought: Great! So we ordered a Kenwood mixer on 10/8/17. We were given an option of delivery on Fri 25/8. Great again, I thought. Just in time for my wife birthday today (29/8). On the 24th someone called and said there was no stock in WA... for goodness sake. You have had more than 2 weeks to figure this out, right? We have tracked the mixer and it will only be here on Fri 1/9 or Monday 4/9. For the money we saved and the frustration of not having the appliance in time for my wife's birthd...ay, I should have bought it locally from Good Guys or Myer. We know that we always have to wait for stuff from over east for some time, but this is bit silly. Anyway, sale done now. Will consider my options in the future.
Contrary to customer request of installation NO ONE called about installation,
Totally STUFFED UP delivery attempts:
1) NO DELIVERY contrary to agreed date on 11/08/17
2) NO DELIVERY contrary to agreed date on 16/08/17
3) NO PHONE CALL contrary to promise that delivery team calls prior to delivery 18/08
Would next time buy at ,The Good Guys as same price or cheaper and just pick up my goods instead of waiting waiting waiting for delivery through Online Appliances.
Positives: Placed order late on Thursday 3 August and was advised it would be delivered on Friday 4 August and that I would receive a call between 6-10am or thereabouts. Fine.
Received the call at 9.32am advising me that the goods would be delivered between 2-3pm that day. Again OK, but it would have been nice to know at the time I paid that I had to take the whole day off to wait around for their driver to ring me and give me a delivery window.
Spoke to the driver and advised that as I was already at work and my flatmate had to start work ...at 12 nobody would be home to receive the order so he said he would make sure it was scheduled to be delivered today, Monday 7 August. Sitting here at 9.50am and no call, so I called the customer service desk who said there was no record of it being scheduled for delivery today. Totally unprofessional delivery drivers, you need to sort them out and reprimand them, if they say they are going to schedule it then hold them accountable, not expect your customer to chase you.
I've always raved about this company BUT..
..not this time
Good Service But There Was A Glitch
I was looking for a top loader washing machine so I clicked on the Best Buys tab and a washer I was interested in came up. When I clicked the specifications I saw that it would fit in my small laundry so then I clicked add to cart. It came up as "Unfortunately, this product is not available". So I got on to chat and told the person there that they should not advertise something as a best buy when it is clearly not available. The person on chat said they would pass my concerns on but 4 weeks later it is still there and was never taken off and it...is still not available. In the end though I did end up buying a fridge and another washer and both the buying experience online and the delivery was all good. I would recommend this company to my friends.
ok untill somthing goes wrong with your product
product turned up on time.ok. then later the spinner stopped working.
appliance online was contacted & then they passed it on to who ever made it???
2weeks later trade person turns up & says yep it needs a new part will call you when we get it.
then 2 weeks later still have not got it.
have called appliance online & they cant help.as they have passed the problem on.
as I see it I bought it from them they should fix it in a quick time or replace it.
I purchased a dyson vac with the 10% off discount code. When I looked at the paypal receipt, it had the non discounted amount. I rang appliance online and they said the only way they could deal with it was to return the goods for a refund. I returned the goods, but in the meantime found out that the 10% voucher was by ebay, and although the paypal receipt had the full amount, at the bottom of the detailed receipt, it had a reconciliation that showed the credit card was billed the discounted amount. In the meantime appliances online ran out of s...tock, even though they promised me they would hold the vac for me to re-order. I'm marking down appliances online, as their support staff should have been aware that although paypal showed an undiscounted amount, that the detailed transaction would show ebay paid for the vouchered amount and that they didn't hold the item for me as promised.
Purchased a BBQ and accessories hoping to get delivered before the weekend however when you order online it does not mention that several of the items were out of stock and this would delay delivery. If I had known woould have purchased elsewhere.....
Generally good, disappointing installation
They have a good website, competitive prices and although they were out of stock they had good communication. I called the 1300 number for advice and the support was helpful too.
My complaint is that I specifically chose them because they offer a free installation and when I got home my wife told me the hose drain wasn't installed under the sink because he 'didn't have a drill or hose clamp'. I find this ridiculous as these are basic tools for installing washing machines, it's almost like your mechanic saying he doesn't have any oil today. Really annoyed!
Glaring Lack of Communication from the Customer Experience Team
I am totally perplexed and very disappointed as to the lack of communication from the Customer Experience Team with reference to a delivery of whitegoods that resulted in damage to my floor, a dozen or more gouge marks and a substantial tearing of the laminate; which has now been amicably resolved.
I did not receive any directions at all from the Customer Experience Team, however, I did received 2 emails from the Support Team acknowledging that they were forwarding my emails to the Customer Experience Team. I made contact by phoning the 13...00 number and did receive a call back from a CET member, who was handling my Case and was told that I would receive a call back within a few days, however, I never received any call/s. As a valued customer I honestly felt completely left up in the air as to what to do; I had expected I would have received better phone communication and advice as to the process or procedures to address situations like mine. On the whole I applaud Appliances Online for providing an alternative mode of buying appliances, having items delivered, installed and rubbish removed is fantastic and, I as your customer, felt that it is my duty to let you know of my experience. If we as customers don’t let you know the good and the bad about your company, then you will only know when you have no customers, that something is going wrong.
Great, except price matching doesn't live up to promise
I requested a price match for an appliance, but it was knocked back without the rep even bothering to check the information. (Update 2: I did eventually get the price match, see the end for details)
I submitted the price match request based on a local franchise store. (A friend had noticed the product on sale and let me know, I thought I'd save an annoying shopping trip by buying online) I also included a URL to backup the price claim, and although the online store only had red available, the black sold on Appliances Online was available in ...store. The response I got was that the link doesn't work (it does) the item should be new in box (it is) and they only match identical product (it was identical in store, the online link was only additional evidence, as I stated on the form). I know for a fact they did not call the store - I submitted the price match form after closing time, and received the response after 1AM. I suspect the real reason it was knocked back was due to the price - the competitor has it at $75 and Appliances Online is priced at $130. There are other online stores with better prices than Appliances Online too. Best Price Guaranteed? I don't think so. And certainly not "legendary service". Update: I received yet more excuses as to why they wouldn't price match, then was told to provide written evidence of the store price (which would require going into the other store, at that point I'll just buy it there!) the last straw being a rep accusing me of "trying to be difficult ". I think I'll take my business to somewhere that lives up to their promises, and has decent service.
Check stock level first
Appliance Online had the best price, so for the first time in my life, I bought a major appliance online after "[name removed] The Good Guys" refused to beat the price. They were literally shocked.
When I bought online, the stock level was not so obvious. I got my appliance but it was delivered after 1 week. You need to pay close attention to the date they are going to deliver. When you ring their customer service, 2 out of 3 times they were not polite.
On the upside, it was delivered without damage and the price was amazing. I would use them again but with caution.
All good until you need their help
1. Constant deflection to the manufacturer, in spite of this:
"The retailer can’t refuse to help you by sending you to the manufacturer or importer." ACCC
2. Very little, almost non-existent communication from them to keep me up to date, I had to chase up constantly. And I'm not a call every day type to hassle them, this is give them a week and cross your fingers hoping you'd hear something then call to find out.
3. Outright refusal to answer when the 'reasonable amount of time' to fix something was, would not answer if a refund or replacement was possible 1 month in to a repair.
edit: The dishwasher was replaced in the end which was appreciated, it was a stressful month or two of chasing up.
Didn't price match
I wanted to buy a bosch dishwasher which was 969$ on appliancesonline website. On Masters website it was selling for 867$ but to avoid travelling to Melbourne (1.5 hours) I tried to get it price match but they wouldn't due it because on Master's website it was showing as out of stock whereas I called and confirmed that they had it in stock and told them to check as well but they wouldn't. However I was easily able to get it price matched by Harvey Norman. They shouldn't put in best value guarantee on their website if they can't provide the best value.
Promt reply by emails even on a weekend
Questions & Answers
I love the super fast delivery and competitive pricing. I am looking to purchase a lounge from the Ostro range, but i cant find a single review any where on the internet or on the AO website. The reviews need to be prominently displayed for each individual product. When buying online I rely heavily on reviews for determining quality and value.
I don’t understand as your post is clearly not a question. Are you complaining that it is the fault of reviewers not reviewing ? ‘Please explain’.
Are all the products you sell on your online platform, 1st grade quality, sealed in their original boxes ?
As far as I am aware the products are all new and boxed correctly. Ours was anyway. Hope this helps.
I have purchased 2 products from them and they are all new plus still in original boxes when delivered
We bought a pair of washing machine and dryer. Both were in their original boxes. There were three guys that delivered, unboxed, removed the old washer and put the new one in place. They did adjust the feet of the washer but didn't level the washer very well. So I took out a spirit level and adjustable wrench to finish the job. The boxes came with all the accessories/parts and documents described in the manual. In my case, I also ordered a stacking kit which wasn't available until a couple of weeks later so they gave me the option to split the order and received the washer and dryer first.
what is a great spin bike fro home that is solid and reasonably priced
Do your own research, I did and I am extremely happy with what I bought from AO! If you don't know what you want, go visit a B&M
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