Topline Appliance and Mattress — Local services in West Melbourne

My husband and I purchased a refrigerator from Topline in Melbourne a year and three months ago along with a five-year extended warranty that included food replacement and a repair or replacement guarantee. Needless to say, my experience has been nothing short of a nightmare.

Our refrigerator recently stopped working, and I initially called for service under the warranty. Unfortunately, the first call did not resolve the issue, leading to multiple follow-ups over an extended period of time. Eventually, I was informed that the refrigerator would be too costly to repair, and we would receive a "credit" towards a new unit (minus the service calls). This credit does not even come close to covering the cost of a comparable refrigerator today due to inflation. Additionally, despite the warranty supposedly covering $200 worth of food replacement, I have never been offered or reimbursed for the over $400 worth of groceries that had to be thrown away.

To add insult to injury, through this process, I also discovered that the extended warranty we paid for was never even received by the company, effectively leaving me without the coverage I paid for. Although, Topline claims they are now actively serving in this capacity due to their "oversight".

Moreover, the company’s website clearly states a "Lowest Price Guarantee or it’s FREE." I found two identical different models locally in stock that were cheaper, but when I brought this up, I was laughed at and told there was no way they were going to give me a free refrigerator. They were only willing to price match, which once again contradicts their own "guarantee".

This entire situation has been extremely frustrating, and I have filed a complaint with the Attorney General’s office regarding the company’s deceptive practices and failure to honor both their extended warranty and their price guarantee.

I am seeking a full resolution, including a proper replacement / reimbursement of my refrigerator, reimbursement for $200 of my lost groceries, and an explanation as to how they plan to address the fact that the warranty I paid for was never registered. I am also requesting the BBB to investigate this company’s practices to prevent other customers from going through similar issues.

UPDATE 8/26/24: While we appreciate your response, we do need to clarify a few points.

• There were only 3 service calls, not 4, and all were related to the same unresolved issue. This is critical, as it speaks to the ongoing nature of the problem from the start. In addition, if you were to remove the last service charge the total should actually be: $1,666.16.

• Regarding the competitor price guarantee, your team initially indicated that for the lower price to qualify, it had to be "all-inclusive" (including hoses, delivery, and removal). When this condition wasn’t met by the first one identified, which you are now allegedly stating did met the qualifications, a different model was then identified instead.

• After speaking directly with New Leaf this morning, I was informed that a 4-door refrigerator must be replaced with a comparable 4-door model, as per the terms of the warranty.

I hope these points can help us in finding a fair and satisfactory resolution.

Evening of 8/26/24: The Store Manager, Bobby, was unable to produce the written policy details of your "Lowest Price Guarantee." When I questioned why I was then given a third explanation of how this policy works and wanted to consult with one of the prior employees I had spoken to, I was advised not to discuss it further with any employees. After speaking with him for roughly an hour, one of the owners, Bob Jr., joined the conversation and stated it was not possible that I found a lower price. When I showed him a documented screen capture as evidence, he looked at what was available on the floor and ultimately said there was nothing more he could do except offer a $1568.16 credit—an amount he acknowledged would not cover another comparable 4-door...

Trying to give an honest review here. Been holding off on writing this for a long time but finally felt to say something. I purchased a speed queen Oct 2024, which took 5 months to be delivered (fault of manufacturer apparently so grace was given in that area but frustrating because I was told initially it would take max 2 weeks-1month). They at least acknowledged that they told me this and gave me a used one to use in the meantime. (A broken used one I will add, but better then my old one so I sucked it up). I'm a homeschool mom of 4 little kids so I'm desperate here for a washer. (Note-whenever I kindly called to ask for a delivery update they were SUPER rude on the phone and made me feel bad for inquiring??). FINALLY... It gets delivered late Feb, 5 months after purchase date. They installed it. I went to use it for the 2ND TIME ever, a simple load, I walk in mid wash to find water ALL over my garage, and open the lid to find my agitator broken in 3 septate pieces. In disbelief, I called the store right away, literally only had this product for 4 days now* (specifically, delivered evening on Saturday, issue found out early AM Tuesday/roughly less than 72 hours after drop off), when I called they refused to do anything for me, claiming they don't have any kind of return policy and told me to call manufacturer. WHAT? Even places like Best Buy has a 15 day return policy on washers, seriously nothing for this store???? 0 day return policy? Praise God that speed queen has such good customer service, I trust they will help me out, but as far as this store goes they're total crap for that. I've been so kind and patient through this whole frustrating process. The least they could do is show some empathy. Essentially they can deliver you a crappy product and tell you your stuck now and at the mercy of manufacturer. Which means you better be prepared to be on the phone for hours like me. (Seriously I would elaborate more on this note, none of the numbers they gave me worked and I had to figure everything out on my own, SO FRUSTRATING.) I wish I could have avoiding buying from this place but I was desperate for a speed queen which many places in this area don't sell. I'd be VERY cautious buying anything else from them that doesn't have a good manufacturer service cuz you can't count on these people who don't have any kind of integrity, customer service, or return policy after you receive your product. Overall so disappointed and I want others to be warned before they waste their time and money too.

Update: Speed Queen sent someone out right away. Their customer service lady was so kind on the phone, she felt bad for the way I was treated by Topline and made me cry relief tears by ensuring me they'd take good care of me despite all my issues. Ultimately, the Speed Queen mechanic determined the problem was that my agitator wasn't pushed in all the way. Consequently, the loose part splashed water all over the inside of my BRAND NEW machine when I went to do a full load. This means that when Topline received it from the manufacturer they didn't check it and/or whoever from Topline installed it should have simply taken 2 seconds more to put it in properly. Thankfully, it was a simple firm push down to fix, but the point is can you imagine if it wasn't such an easy fix? The minute the Topline installers leave your house, they won't be responsible for anything. Again 0 day return policy. Still pretty blown away at how rude they were during this whole time which is my main reason for the bad review. No sympathy or apology for my frustrating situation when I called. They left me to be on the phone for hours without being willing to back up their products or service. I'm hoping there won't be any lasting damage from water being splashed all over the inside mechanics of the machine. Just really saddened by this whole process...

Beware do not buy beware I was ripped off for $610!!!!!!! I posted a review on here a month ago, stating that I bought a dryer from the Melbourne location. The dryer was ran four times and on the fourth cycle did not dry the clothes and ( BROKEN) I proceeded to contact them in regards to the fact that I have had this machine for less than 60 days and it is no longer working. They said that they could not do anything at all not even for an extra price to try and fix the machine that was brought from them.

I left them for Google review and I was reached out by the manager, Jim West. He then said I will fix it at an extra cost. TOP APPLIANCE CAME TO MY HOUSE AND THE DRYER THAT I HAVE HAD FOR EXACTLY 2 MONTHS WAS IN FACT, BROKEN, THE HEATING ELEMENT WAS FAULTY. On a machine, they claim they refurbished. If that alone….. isn’t enough to get you to not buy from this company. Maybe this is!!

After Jim agreeing for an extra charge which ended up being a total of $210 to pick up the dryer fix it and bring it back. The night before They (fixed) dryer was supposed to be dropped off, at 7:30pm at night JIM WEST emailed me stating that they charged me incorrectly? and due to their mistake my dryer would not be dropped off on the schedule time. Seriously !!!!! So at 7:30 at night, I had to pay them again to get the machine dropped off on the time that I scheduled it for and they agreed to and set up.

The dryer worked for exactly 3 cycles.!!!! After paying out $210 to fix it Now I have spent $610 on a dryer that does not dry and I have had it for four months. After they “” fixed” it I had this dryer for 36 days and it stopped working. I reached out to Jim West again. He said he would get back to me. He has not!!!!! which is why I’m leaving this review. I will be going to the Better Business Bureau to report this company as again the equipment they sold me stop working after four months. TWICE !!!! And yes, I understand. I did not buy the warranty initially however, the fact that your dryer stopped working after three cycles is RIDICULOUS!!!!!!And is the reason why no one should buy from you.!

Not to mention, I asked after the second time you guys physically came and picked up and fixed my dryer if I was eligible for a warranty That I would PAY for and I was told no. They have wasted my time they have wasted my money. They have wasted my patience. And now I don’t Have $610 in a...