Appliance Direct at Merritt Island — Attraction in Merritt Island

So we bought a dishwasher in Aug 2021 ,got the extended warranty , and it basically quit in Nov 2023. So we called and got a total run around . Then they said we didn’t purchase the 3xtended warranty. ( thank goodness I save all that ) so we showed them our receipt and they referred us to the company with the extended warranty they go through called New Leaf . Well let me just say it was a nightmare to the point where we were both going to give up. It was NOT A PLEASANT experience. Long story short New Leaf said appliance Director never filed our extended warranty paperwork so there is nothing they could do for us. After going back and forth for two months with them. So my husband Pete Carstens ended speaking to the right person and they sent out Brandts to fix it for us. Well the gentleman from Brandts said it was motherboard fried and no good so finally Jan 20 2024 we got a replacement dishwasher . Now it has been at least two months again ( dishwasher broke again in Jan 2025 ) so my husband called and spoke with a sales associate Brock and he said nothing we can do. My husband expressed how disappointed he was and that we have been buying from them for twenty years but ok. A few days later Brock called and said that he spoke with his manager and that they were going to replace it and that we would need to repurchase the extended warranty of around 150$ ( can’t remember exact amount) and Pete thanked Brock and complimented them on keeping up with there great customer service. So Brock asked if Pete would do a review for him Rob and I believe john( not sure on last name but you can look on reviews and you will see it.) so we did also Brock asked us to give him some time to get it all situated. We of course said no problem. Well I finally called last week and spoke to Rob who is a supervisor who basically told me he wouldn’t and couldn’t help us out. Even though a rock had told us he wouldn’t and take care of it he wouldn’t even honor this or even try to help . He just kept saying he didn’t have the authority to make that decision. I apologized for writing a negative review and said have a nice day goodbye. So then 48 hours later a representative from New Leaf left a message on my phone. Why in the world would I go through that again. They are going to ask for our extended warranty info etc. been down that road and in the end it was appliance direct that helped us back in 2023 . ( after months of going back and forth with this New Leaf ) Basically I will tell everyone I know not to bother going to appliance direct that. They do not stand behind there warranty and they do not stand behind there products. They are all too willing to pass the buck off to this New Leaf company. It is NOT pleasant dealing with appliance direct, they just keep talking in a circle and basically do nothing for you. WILL NEVER BUY FROM THEM AGAIN!!! Will tell everyone I know not to purchase from appliance direct that. Thanks for nothing Rob and thanks for not backing up your fellow employee Brock.

Well I hope this deters you from purchasing anything from...

I have a mixed review. My initial experience was quite good on price though lacking in customer service and professionalism. I purchased a Dishwasher from them and the salesperson, though not the most polished and professional, was adequate. He didn't know as much about the appliances as we did since we did research and had it with us. At least once he said something inaccurate and we showed him the consumer reports we had with us, he didn't argue as my later experience. In fact, he thanked us and asked if he could make a copy. We got a good price and the unit has worked well for several years. We brought it home ourselves and did the installation. I recommended them for price in a review at the time but not for knowledge and adequate for customer service. I said, "buyer beware and trust what they say only after you verify" as a responsible consumer. I still gave them 4 stars with that caveat.

December 2012: Then I needed a refrigerator... taking my own advice, I did my research and had the consumer reports ratings in my hand. I walked through the door and was greeted with over-sales and a siege of questions. I politely said I need no help, I just wanted to look so I could make some selections and review on my own. I told him I would let him know when and if I needed help. He told me that I wouldn't know what I needed unless he helped me. Needless to say, it went sideways from there.

Again, he didn't know his own products and when he started following me around the store talking about each appliance as I paused to read the model description, note after I told him I needed no help, I responded pointing out his inaccuracies and pointed to the consumer report I had with me. He then criticized me for being to picky and attacked the validity of consumer reports. There was a final and equally unprofessional exchange I will spare you but needless to say, I left. I called the store to complain later but never got the return call from the manager I was told would come. I am not shocked.

July 2014: So we were 1 and 1 for experiences but they were good on price so I thought perhaps the last-idiot was fired by now. I decided to go in yet again with my consumer reports. The heavy sales started even though I was walking away. I refused eye contact, put my hand up and kept walking announcing loudly that my husband and I were just looking and we did not need any assistance at this time. Rather than merely respect that, he made comments to someone behind the counter about us. We looked and not shockingly, we were the only customers in the store. We chose to leave, not that we found what would have met our needs anyway but due diligence done.

DO NOT use this store. I have three friends at the Space Center where I work that have had installation nightmares with them. I didn't have them myself but given my experience of hostility, ignorance of their own products and aggressive sales tactics I should think that would be enough not to recommend them....

I'm more disappointed that I have to give one star, and I can't give ZERO stars, or even -20 stars. I bought a "refrigerator" 2+ weeks ago, what I got was a box that dispenses warm water, like a sink. so awesome for $1300 dollars.

I also purchased for $1300 a lifetime decision of not buying a washing machine, dishwasher, dryer, or any other appliance direct - even though I'm in the market for one.

If you decide to gamble on "Appliance Direct" you can send me $100 and i will tell you if you win $200 or not. (You won't) but I expect to roll in the money because that is how Appliance Direct works.

Let me clarify, you buy something and PRAY TO YOUR GOD(S) it works. Mine didn't and two weeks later I'm WAITING on the manufacturer to be able to fix it(eventually),. The manufacturer will ship the test kit, wait another unspecified amount of time and be able to fix it, or the manufacturer will fix it. Instead of paying Appliance Direct the $150 for a repair plan, you can send me $100 and I will call the manufacturer for you to send out someone to tell you they will call the manufacturer.

Better yet - don't try to save $100 and buy from a real seller that will just swap your "broken" appliance the second YOU decide it doesn't work.

4 days without a refrigerator, and AFTER the "repair man" came, I had to go spend ANOTHER $400 to go buy a tiny refrigerator from Home Depot that actually works as soon as it was plugged in.

If you take AN|Y review to heart, believe me. I still have a GIGANTIC warm water dispenser that I paid $1300 for in my kitchen, I WISH that I could say $1300 just fell from my family tree but it was a LOT OF MONEY and HURT.

Please be smart - whatever price they give you - add at LEAST $150 to it JUST INCASE ITS A GIANT BRICK, and EXPECT that you are gambling and it's NOT going to work when you PAY THEM EXTRA to deliver it.

Appliance Direct, if you didn't buy direct - you made a good live decision.

Maybe in the next few months the $1300 I spent will actually be a refrigerator, but right now it's a giant waste of money that is ITCHIING for...