Shop AppliancesReviews of shopappliances.com

As a property manager overseeing more than 250 rental properties, I purchase appliances on a regular basis. This was my first experience with Shop Appliance. Although the company is based on the East Coast and I am located in Southern California, I decided to purchase three refrigerators for three different rental properties. The purchasing process was workable. The Shop Appliance team answered all of my questions thoroughly, making me comfortable moving forward with all three purchases. Pricing was good. Communication from AM Trucking was also very good throughout the shipping process, providing updates on the status of one of the deliveries. The day before delivery, I was notified that the refrigerator would arrive between 8:00 a.m. and 12:00 p.m. Since the property was vacant, I called Shop Appliance to explain that I could not justify paying one of my employees to sit at an empty property for a four-hour delivery window. Their customer service representative was extremely accommodating and arranged for AM Trucking to provide a 30-minute call before arrival. I was also informed that this stop was second on the driver's route and should arrive between approximately 8:30 and 9:00 a.m. Unfortunately, this is where the experience fell apart. At 6:15 a.m. the next morning, I received a call from the third-party trucking company stating they would arrive in 28 minutes. I explained that the property was vacant and I was 25 miles away and reminded them that I had been promised a delivery window of 8:00 a.m. to 12:00 p.m., along with a 30-minute call ahead—not a 6:15 a.m. wake-up call. It was obvious that the arrangements made through Shop Appliance had never been communicated to the delivery company or the driver. The problems didn't end there. My purchase included complimentary installation of the water and ice line connections, but the driver stated that his paperwork did not include installation and simply left after unloading the refrigerator. In addition, all of the cardboard and packing materials were left behind, requiring us to return to the property to dispose of the debris ourselves. The result was an unnecessarily stressful delivery that required me to scramble to get someone to the property on extremely short notice, only to receive incomplete service. While Shop Appliance's customer service was courteous, responsive, and easy to work with, the breakdown in communication between Shop Appliance and its third-party delivery partners significantly impacted an otherwise positive buying experience. I still have two additional deliveries scheduled and hope they go much more smoothly. Based on my purchasing experience alone, I would gladly do business with Shop Appliance again. However, the success of the remaining deliveries will ultimately determine whether I become a repeat customer. My recommendation to Shop Appliance is to improve communication with its delivery partners so that the commitments made to customers are accurately communicated and fulfilled. For property managers and anyone coordinating deliveries to vacant properties, dependable scheduling and follow-through are every bit as important as the quality of the product.

Delivery was right on time from the perspective of delivering when they said they would be here. It just takes way, way too long to arrive after you order. The refrigerator also arrived with some obvious damage which the delivery guys immediately called in to their office. Office personnel asked if I was OK with them delivering in spite of the same. I agreed upon the condition that they would give a partial refund due to the damage. They agreed and then passed the buck to Shop appliances dot com, who were supposed to immediately reach out to me via phone AND email. This was on Friday. I was contacted the following Monday or Tuesday and have received consistent updates from them afterwards. At this point we're apparently waiting on the manufacturer to issue some form of compensation.

Shop appliances were great. Nice sales person. Great communication. The delivery company they used AM Trucking was less than stellar. Their communication and planning was very good. However, I paid an installation fee but all they did was hook up the water line. They left the refrigerator with all wrap on it. Drawers were pushed into place with plastic on them which was very difficult to remove from the tracks. All trash including the box and packing materials were left behind. Overall, not with the install fee. It took me well over 2 hours to unpack, fix the drawers, and assemble the contents. Unfortunately, the poor delivery experience led me to give a lower rating.