AppliancesOnline.com.au

Booked a specific day for delivery, arranged a work from home
at 3PM received an email that the driver is 30mins away
at 4:45PM still no one showed up, and no missed call nor intercom buzzed
called them, be told that the driver got my mobile number wrong, but still not an excuse not to ring my intercom, I was then told to wait for 10mins and the driver is coming back.
waited half an hour outside, no one showed up, called again and was told the driver has finished for the day then before I finished, the call got hung up and no call back nor follow up email for the situation
I sent a long email, got no reply (up until today)

The next day, got an email of missed delivery attempt, I was not at home but my family was at home
no intercom buzzed, no missed call on my mobile
no one reply yet to my previous email
I emailed again, replied that a specific delivery can be arranged, I replied yes, no answer until 5PM
then I called again, to be told that it will come the next day between 8-10am and a confirmation email will arrive in an hour or 2
later at 7PM still no confirmation email, sent a chat request and be told the warehouse has closed and can't confirm but should get a confirmation in the morning (up until I am writing this email, I am the one who always chase up, never received a follow up)

The next day in the morning, tried to call, put my number in the queue for a call back, then got a 1 sec call that I couldn't even answer and hung up straight away
Sent a chat, being told the system is down and can't track my order and the status is unknown
Asked to be escalated to management but only told that it is passed to Customer Experience team

wasted a lot of my time and effort
not worth buying from them even if it's a bit cheaper

This is also the 2nd issue, the previous order right before this also had delivery issue with the same no communication that the delivery date has been changed, except it was quicker to resolved and the driver buzzed my unit the next day.

2 similar problems happened to me in 1 month.

Invoice Number : SI07666354

Amazing Product, fantastic service and delivery - highly recommended and I'll definitely purchase from Appliances online again.

Shocked and Appalled. I ordered a refrigerator online. It said that there were 'only 5 left' when I bought it, but the order went through. I purchased it on a Thursday, for delivery on Monday. The fridge I was using was taken back to its owner. Long story short, it wasn't until Tuesday lunchtime that I eventually found out that Appliances Online doesn't even have the refrigerator that I ordered! And on Wednesday, it was confirmed, with just a refund of my money. Nothing to compensate for all the mistakes made by Appliances Online. So now I have no fridge for who knows how long with no compensation! If I had known they didn't have it, I could have arranged to keep the temporary one! Or if they had told me on Monday, but to leave it for me to ring them for 2 days in a row! Shocked and appalled.

Approximate cost: $1598

WILL NEVER PURCHASE FROM THIA COMAPNY AGAIN! Still waiting for oven to be installed 6weeks after purchase. Oven couldn’t initially be installed due to a height issue in a rental property. No communication from appliances online to notify me. I eventually found out 4 days later from tenant and contacted appliances online. They were unaware install hadn’t happened and had no idea where the oven was. I called around and located the oven through an installation company and rebooked the earliest time slot. 2 weeks later. The day before that, they contacted the tenant to advise they could not install for a further 8 days. I only found out when I rang to confirm the booking for the the next day. Poor customer service received from Ellen in the call centre, poor communication. Oven is still not installed in property. Don’t recommend.

Approximate cost: $2000

This issue of my review of AppliancesOnline.com.au has been resolved to my satisfaction. I was very impressed how they handled it.

Terrible product. Terrible service. And suspiciously good reviews (don't trust them at all)

Do not use their installers.

Paid for install of gas stove and their installers tried to insist on unnecessary work to install by lying about what is required by the plumbing regulations. I confirmed with VBA that none of their required work was necessary and cancelled their install.

So much for Legendary Service ! I ordered and paid for a Bosch washing machine, stacker and tumble dryer on 5th April. The dryer was not in stock but I was encouraged to pay for everything to secure the sale price. After a number of delays and nearly 4 months later, they advised that delivery and installation was happening on 25th July. A week before they called to say that while the washing machine delivery and install was for free, the dryer wasn't so I had to pay an extra $220!! Have you ever!! Also, despite discussions in April over the phone, they suddenly also could not remove the laundry door as promised so I had to organise a carpenter in a hurry over the weekend to do that. Mon 25th arrived and the goods arrived but apparently were on the delivery truck and not the installation truck, and they couldn't do anything about it for about a week. I refused to let them dump the goods in my unit and eventually head office promised to re-deliver AND INSTALL on Tuesday. Well, Tuesday came and no message in the morning to say when they would be coming. Quite honestly I didn't believe it was going to happen anyway as the lady on the phone on Monday just tried to fob me off. I eventually rang to be told "Sorry the plumber is busy so not coming today, maybe next Monday!!). I cancelled the order then and there. I also asked for Customer Service to call and to date, of course, I haven't had a call. The only thing that has gone right is the cancellation of the order and refund. Interesting that at no stage did anybody seem concerned that they had lost an order, a customer and possible referred customers in the future. Nobody apologised or seemed to take ownership that AO had made a mistake. I have been patient waiting for the goods, but there have been so many errors and mis-information along the way. Never again - and I will certainly spread the word about the so-called "legendary service" - legendary for all the wrong reasons.

Approximate cost: $3000

So our washing machine broke down at 5:30pm on Tuesday evening. Jumped online and compared a few different sites with availability, pick up and delivery options of a replacement washing machine. Appliances online had same cost as another store but offered free next day delivery, connection & removal of broken machine. So ordered online easily and it arrived at 9am the next morning (with good communication) & was connected & old machine removed. Excellent service will be looking at appliances online first next time we need an appliance

Approximate cost: $850

Awful communication.
Received email to say my TV was coming Monday, stay at home all day, no TV or communication.
Call Tuesday, nil explanation but delivery rescheduled for Thursday, no email or text confirming this however, none the less I get a family member to stay home Thursday for delivery, never came, called customer service, on hold for 25 mins and then hung up on.
I call Friday and am told there is a “fraud issue” as “there is something wrong with the TV and it shouldn’t have been advertised” is it fraud or is it faulty? This is 2 different things…. And It seems as though they were never going to contact me to let me know that my TV was never coming.
They did process refund after requested, so atleast I have money back now, but I will not be purchasing through them again.

Approximate cost: $1300

I ordered a dishwasher on the 8th of May and have followed up multiple times on expected delivery (currently the 24th of June). I called the manufacturer and they informed me it was dispatched on the 10th of May to Appliances online. Not only have they sat on it for over a month, they have not contacted me once about delivery. I would imagine I would have never received it if I hadn't followed up myself finally with the purchase order number from the manufacturer. If they are going for legendary service, they are failing dismally.

Ordered a dryer only to find after arrival and unpacking that one corner footing was badly damaged. Rang back and was told the dryer would be immediately replaced but could I please send a photo for their records. Five minutes later I received email confirmation that a replacement dryer would be delivered the next day, which it was. Couldn't have been smoother and more hassle free. Compliments on the impeccable service and great value.

A warning for others planning on using this company. If your product is not in stock then you face some pretty terrible customer service.
- Ordered fridge in March with ETA for delivery in May.
- 3 days before delivery, advised they have no ETA on delivery, but still selling the product online with an ETA.
- Could not offer any compatible replacement product i.e. offered another fridge if I pay an extra $350 that requires plumbing, whereas the original did not, or offered another fridge with a $25 discount on the marked price but I still need to pay another $350. I asked for alternative fridges and they couldn't be bothered looking.
- Customer service personnel had no interest in fixing the situation and just talked over the top of me.

Had a faulty dryer that the manufacturer has given a return authority for and Appliances online have held this money for a month now. Continually saying they just need to finalise it! Finalise what?? They have the return authority number and have been refunded the money but instead of giving it back to us they are keeping the money that belongs to us. This is called stealing! DO NOT USE THIS COMPANY!!!

Approximate cost: $700

I have to say the level of service from start to finish has been outstanding and the delivery guys today were first rate - I couldn't be happier.
Everything is set up and ready to go - communication was great, they were on-time, polite and professional and I would 100% recommend using Appliances online.

Approximate cost: $1400

Appliances Online sold us a LG washing machine a few days before Christmas. They said they would deliver and install the new machine, as well as take away the old one. They duly delivered the new machine and we thought they had installed the new machine properly. Instead of tightening the hoses, the installer had just connected them a few turns. He did not test the machine.
On using the machine for the first on Christmas eve, we found the hoses had leaked flooding our laundry and soaking the carpet of the adjoining room.
We contacted what they laughingly called customer service and told what had happened. They apologised at first and asked for a photo of the damage with a view to compensation.
They have just plain ignored us ever since. Their attitude is disgusting. They just hope you just go away, well they thought wrong this time.

Appliances Online sold me a TV on Monday 17/01/22 that was to be delivered on Friday 21/01/22.

They rang me on Wednesday 19/01/22 and told me they would not have the TV ready for delivery until late February. I asked why their website said it could be delivered on Friday. They told me it must be an error.

I went and checked their website and they were still showing the TV could be delivered in January. I told them this and they informed me it must be an error.

I asked Appliances Online to send me an email explaining what happened. They said they would and sent me another invoice. They then tried to switch me to buying another TV.

It is misleading and deceptive for Appliances Online to pretend they have stock and then try and switch you to another product.

Terrible customer service, terrible business to deal with.

Approximate cost: $1599

24 hours surprise!

Got my fridge on Boxing Day- next day delivery! What an exceptional propositions! Harjot and his workmate came on time (within 2 hours window) and installed the fridge, removed all rubbish and got out in 15mins ! I am seriously impressed!

Appliances Online seriously put a lot of Australian businesses to shame for what they could deliver and others can’t!

Approximate cost: $2200

Bought a freezer from Appliance Online. Price is competitive. Upon payment, immediately receive email confirmation and delivery date.
Received email and sms about delivery time on date of delivery. The delivery team Ali and M were courteous and professional, unpacking the freezer outside garage before steering it to its final spot.
Tks vm for the nice work !

Francis Yeung

Approximate cost: $1450

Horrific customer service. I was straight up lied to about delivery (that it was in the system to be delivered, I confirmed this on the phone) but that was a lie it was not scheduled for today. I took the whole day off work today so I wouldn’t miss it again (costing me a days wage!!) and I wake up and it’s not coming: there is no record of it for today - just that I spoke to someone last week.

I am livid. I had such good experiences with them in the past but this, costing me a days wage and lying to me. Nah.

Absolutely the worst customer experience I have ever received purchasing anything online!

Ordered a fridge from them (approx $2,000) and gave them several days of notice for the delivery day, so that I could organise time off work and so they could plan that into their schedule.

Delivery date was for Friday, 26 Nov. I had taken the day off work and waited for the delivery. The whole day and evening went by and no sign of delivery. I got an SMS from someone at night saying they cant make it cant was trying to get me to reschedule and take another day off the following week.

After speaking to this person, they eventually agreed that delivery would be the followjng day Saturday between 10am-12.

A lot of our food went bad and I wasted a day off work waiting for them.

Again I took the day off work for another day for Saturday. On the Saturday, no sign of delivery by midday. I SMSed the guy repeatedly, and no replies. Eventually I called their customer support.

Customer support tries to call the driver and apparently no sign of the driver or my deliveries. They again tried to get me to reschedule for next week. After I mentioned how unprofessional this has been, a manager spoke to me and said the best they can do is reschedule AGAIN for Sunday. Apparently the driver has gone missing so they cant deliver today.

They refused to give me a delivery window or time, so that I could plan my day better. I would only get an SMS from them at 11AM with a possible delivery window.

Basically this means with every missed delivery day, I now have to sit around for 3 full days waiting for these guys to deliver, without any guarantee or indication of time in advance. When I highlighted this to the manager, they said in a rude tone "that's all we can do, we can just refund you if you don't want tomorrow's delivery".

At this point they have wasted 2-3 days of my time, taken my money, been rude and evasive with delivery times, and still not delivered my fridge.

Absolutely cannot recommend this company. I would give them 0 stars if that was possible.

Approximate cost: $2079

The product purchased was great, the service from appliances online was very poor. Multiple follow ups, lack of response, after several phone calls they directed me to a third party, who then referred me back to Appliances online. I won’t be using them again! After a week of waiting 2 emails to support that were not even responded too, 4 phone calls, they finally sorted out the issue. The cheap price wasn’t worth the time I wasted following them up!

Approximate cost: $1800

I would never recommend this company.
They were quick to provide an assurance the product i required was compatible, it was not and they have remained silent despite repeated requests.
Next stop Small Claims Tribunal

Approximate cost: $300

Appliances online is a irresponsible company that no one should rely on.
I bought a range hood and it's installation service (installation itself charged me $183) because this was quite an emergency, without ventilator, it's inconvenient to cook. The installer came to install and gone after showing me the machine was working, the whole work completed within 30mins. Since then, I found that the smoke has never been ventilated out. We have a duct just above the rangehood. And I discovered that the duct had never been connected to the rangehood. I hadn't been told about that, if the installer told me on the spot, I might have returned the rangehood to appliances online (7 days return policy) or simply pay for adjustment before installing.

I called their customer service, and returned a scheduled inspection the next week. Then no one showed up the day and I needed to call them. Then I was returned with another rescheduled inspection. It has been rescheduled for 4 times if I don't remember wrong, and lasted for almost one month, and still no one come to fix. The last time the CS told me that it's my problem because the rangehood doesn't fit the old duct. On their website the ducting size is 12cm and so as the ducting size at my place. There's no specification on their website. The place was not right, but I supposed the installer should have told me on spot, so I can arrange an adjustment or simply return the machine. But this installer as well as the company were so irresponsible for what they have done so far.

Now Appliances online charged me another $95 just to let someone come to quote a price of adjustment. This has been cancelled, as it seems not fair to me.

I swear, I never buy from this company. Within my effort, I won't recommend anyone to buy from this company. Unless you want any trouble if anything ever getting wrong.

Approximate cost: $600

All down hill from here
Falsified stock, no delivery and worst of all no communication in response to follow ups.

Approximate cost: $500

AO is the most efficient company I have ever dealt with!! Found a sofa online yesterday, delivered today, assembled, and old sofa taken away by pleasant, courteous men. After several purchases in recent years cannot speak highly enough of the products and service provided by this amazing company.

I have purchased Sunbeam Barista Max Espresso Coffee Machine Silver EM5300S from Appliances Online.
I got the delivery on time, but the product is really really bad and does not match the description.

The coffee machine produces coffee so watery that you didn't even feel like its a coffee (something might be a problem)

I called them and tried to contact them regarding the issue, I never asked for a refund but instead, I asked them to give store credit so that I can buy another coffee machine from them.

But they straight away rejected saying that you have already used the product how can I say that its faulty without using it)

Now, I lost my money and they are not giving any credits or refunds. Complete waste of my money as I won't be using that coffee machine again!!

Approximate cost: $420

I would like to say thankyou to Grant Groom and his online team of Justin and Sarah who looked after me with my queries , change of product ( fridge which i am gifting to my son) for all their help and patience. Also Bryce who came to install my oven and then it didnt work properly after he painstakingly took his time to fit it and now has to be replaced, i thank him for being such a perfectionist is his workmanship too. Couldnt recommend Appliances online enough to anyone whos sceptical in ordering online. Ive had a great experince with prompt replies every time. Will deffinetly be using this company in the future again...

Terrible service. Just wasting your time. We ordered a dishwasher and the first available delivery was 1 week later, when they delivered a damaged appliance. They told us they will deliver another one for us the day after, which never happened. We received no communication from them until I called Appliance Online a couple of days later. A rude customer service employee told me she had a note that someone had contacted me and told me they don't have the dishwasher in stock! which obviously never happened. We still haven't received the dishwasher!!

I ordered a Speed Queen washing machine on their website after my current one broke. It said on their website that they had stock, but I received a call a couple of days later saying they were out of stock and it would be 3-4 weeks until it was received.

Subsequently, I get a phone call another 4 weeks later.... "sorry sir, it's been delayed 3-4 weeks".

But wait for it...a month later when I'm finally expecting delivery of my washing machine, I get a phone call from ApplicancesOnline to say "sorry sir, it's been delayed another 4-5 weeks... again!".

Having received a phone call direct from Speed Queen upon first ordering the machine to apologise on the delay and promising with absolute confidence that my washing machine would be in their next shipment in a few weeks (which the lady said will probably be already sold in forward orders due to high demand), I have no doubt that Appliances Online and/or Speed Queen simply allocated my order to another customer, or alternatively, they simply don't have any clue whatsoever when they'll have any washing machines to deliver and are undertaking deceptive conduct.

So if you need a washing machine in a hurry, I suggest you stay away from appliances online and speed queen (NSW) as they'll mislead you on wait times & stock. I'm still without a washing machine 2.5+ months later and expected to wait a further 4 weeks and have been offered no alternatives and have just missed the EOFY sales on alternative options, all the while, I'm stuck driving a one-hour round trip to the nearest laundromat.

They're happy to take your money, but just throw lies at you promising to deliver month after month after month. Shame on you.

Approximate cost: $3895