Appliance Direct at Melbourne — Local services in Melbourne

Our experience in making the purchase was easy, we went in for a new dryer and ended up buying all new appliances except a washing machine, since ours is fairly new. Brock was very knowledgeable, and we were very excited for our new appliances. The day after our delivery we called because the freezer was still hot, had to unplug and put in new plug because Whirlpool thought none of us were capable of declaring this freezer had an issue and didn't work. After that and another day goes by, I go to use my front door and see a missing piece out of my door jamb. Now I was upset, I called the store asked for the manager and he was on vacation, so I spoke to Alan who was the stand in manager for Matt. I explained the whole situation on how the freezer doesn't work, the delivery crew took off my front door without even asking, they didn't leave a set of cookware that was given for spending so much money and now my door jamb is damaged. He gave me the phone number to the 3rd party delivery company to make my claim on my front door jamb and William the owner seemed pretty helpful and assured he would get it fixed. I even commented how nice and polite his crew was, and that we gave them a nice tip and they didn't tell me about the damage and in fact took the piece that they damaged with them. So now fast forward to 4 days later and the replacement deep freezer is being delivered. I was given the window of time and they were supposed to call me with a 30 min arrival time. it is now 15 minutes prior to the end of that window time, I call and get voice mail that says they will call back in 5-15 minutes-30 minutes go by and I call again--this time they call me right back and the delivery guys tells me he is about 30 min away, 45 minutes and he shows up almost 9pm. Same guys that delivered the 1st deep freezer are now rushing my husband to sign that paper work--no adjustments made to level or swap door to our preferred opening preference, nothing. My husband pointed out the door damage that they did a few days prior and amazing how this man's attitude changed and how rude he got, told my husband "what do you want me to do about it", just wow was all we could respond with. So, go to sleep on that to wake up and our new freezer is not sealed at the bottom on each side. To say I was livid was an understatement! I call the store, I get Alan....and this is where the best customer service comes into play. Alan already knew I was upset from the 1st delivery and now the 2nd, and when he told me I was going to have to miss work again for another delivery--he very quickly understood that was not the best option for my situation. He asked me to give him 15-30 minutes to figure some things out. Within that time frame he solved the problem--found me a new freezer, a new delivery guy and that same day! The guy David delivered, leveled, changed openings and made sure the freezer was getting cold also delivered that cookware. That's how service is done! Brock, Alan and David---Thank you so much!!

Now let's see how high William holds his service, will he be back to fix...

So glad we got the warranty! Brock was so helpful in getting our dishwasher taken care of!

I left the "5 star" review at the request of one of the sales team. I warned them that if this was not handled appropriately, that I would update. So that's where we are. At this point in time, the warranty absolutely does not feel worth it at all. I've gone weeks without a dishwasher as a result of poor customer service from all 3 businesses involved. No one wants to take accountability or "can't help" me when it comes to getting my appliance serviced by a trustworthy business. After this is over, we will be taking our business elsewhere. Consider yourselves warned if you're looking at reviews.

The warranty company, New Leaf, booked Sears to take care of my repair. We are now coming up on our third visit from them, and we aren't even sure if the appropriate parts (or working parts) will be available. Their service techs are incredibly unprofessional and pass the blame to the warranty service. When called, the warranty servicer blames Sears. Calling the location directly, while pleasant, aren't helpful, either. It's apparently out of their hands. So I'm stuck dealing with a broken dishwasher that's little over a year old for months at a time. The warranty servicer (or Sears at this point, not sure who wants the blame or who did it) sent old refurbished, nonfunctional parts to my house for this repair. The service tech of course had no customer service recovery skills or accountability, whatsoever. If the parts would have been checked and due diligence done, I wouldn't be pushed off yet again. But of course not. The lack of accountability from all three parties involved is incredibly frustrating and leaves me stuck with no repair.

They scheduled another repair date for next week-further inconveniencing me and costing me money and time to make these constant appointments. The technician scheduled this even knowing and stating the parts probably won't be here with a fast turnaround like that. So I'm looking at 3, if not 4 or more appointments to get this resolved. It's a waste of time and energy, so I wouldn't recommend the warranty at all. It's a scam. At this point, with the way I've been passed around, I'm not sure I would recommend Appliance Direct at all anymore. Please be warned. Just spend the extra cash to have new appliances with actual, reputable warranties.

I called the store several times today to get assistance with this headache, and of course no store manager or supervisor was available. While the sales reps were pleasant, that doesn't solve my problem in the slightest. And I'm sure if/when I get a call back from someone in a management role likely not for another several days, I don't have a lot of faith that any help will be provided then, either. Please be warned that saving the extra little bit of money is not worth the headache that the...

I give this place ZERO points....Google put that star there, not me. We special ordered a stove top to match the stone counter we had ordered. However they never called us and we needed it so the hole could be cut to fit as the stone was about to be delivered. So we went to pick it up, BUT THEY GAVE IT TO SOMEONE ELSE...EVEN THO WE HAD PAID FOR IT! There was no time to reorder, and so we took the closest thing, a piece someone had returned that I didn't particularly like, only because the stone was coming from out of town and the hole would have to be cut at installation. The hole was cut to fit, and the piece of junk turned out to be defective! I have a stinking suspicion that whoever returned it got our stove top! No doubt they knew about the defect. There was no remorse, no apology, no accountability or concern for us. So yeah, if you like being ripped off, ordering and paying for merchandise that is randomly given away and then stuck with a piece of junk that you despise every time you enter your kitchen, then BY ALL MEANS GO HERE. That the ENTIRE sales staff present was questioned and stood there in silence during our rip off, and no one stood up for us, nor claimed culpability tells you a lot about the people who worked there. I will say that the owner was not present, however he hired these people and I suspect that they operated according to the owner's agenda because they all acted the exact same way. No one was even shocked or surprised and someone simply said, upon questioning, "Oh that was sold." (Surely it was marked!) and they ALL participated in what occurred to us. They covered each other's backs. Not one spoke up and said, "Well, you forgot that part is defective...", nor "I am so sorry...." nor "We can overnight express whatever you want direct to your home on our bill," nor "This should never have happened and we will get to the bottom of it and do whatever we can to fix it." No none of that happened...indeed they acted like it was nothing out of the ordinary. They could have called us, reordered, apologized....but their agenda was to get rid of us. And their behavior was as if this such things "happened" all the time and that when it did it was a good opportunity to pawn off unwanted merchandise. So yeah, I have a hard time believing that the manager was clueless. Maybe you'll do ok if you don't special order or accept anything that's been unboxed or used. But I have scruples and I don't give my business to such places because I don't want to promote and enable such behavior to be foisted upon others. So do what you will, but I personally...