Working with AJ Madison and Middleby Residential (Viking) has been bar none the most infuriating and disappointing experience I have ever had with companies. First, we ordered our kitchen appliances from AJ Madison in October. Our incompetent contact never informed us that there was a delay and when the delivery was scheduled in February, the appliances just didnt arrive (0 notice, they just didnt show up). I inquired and he scheduled a delivery. At that time, only half of the appliances were delivered. During this saga, he never once proactively mentioned that appliances were back ordered. I had to keep following up to find out where the missing items were. Our range was 18 weeks out (that was the first time I had heard of it!). With 2 weeks until move in, we scrambled and found a more expensive range from the same store. This was maybe 10 hours of work on my part between customer service calls and shopping for a replacement. At no point did this inept salesperson offer to upgrade us. It was like oh...well...uh... sorry. Sorry?! He didnt even take the opportunity to upsell us with his available inventory! Our range arrived broken, and our hood arrived with a HUGE scratch. After 60+ emails between Middleby and AJ Madison where they passed the hot potato and asked me at least 10 times for information I submitted each time (the serial number), I began to see that this was the game - a war of attrition. They would just keep asking for the same information as though we were starting from square one to wear me down until I gave up. I would never, ever, ever work with either Viking or AJ Madison again. The sheer incompetence and lack of attention to customer service is beyond words. There are many other amazing companies out there. We worked with Ferguson and would highly recommend it. DO NOT work with AJ Madison! If you purchase from Viking, beware that your warranty is meaningless as they will not honor it. You won't get past square one.
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Working with AJ Madison and Middleby Residential (Viking) has been bar none the most infuriating and disappointing experience I have ever had with companies. First, we ordered our kitchen appliances from AJ Madison in October. Our incompetent contact never informed us that there was a delay and when the delivery was scheduled in February, the appliances just didnt arrive (0 notice, they just didnt show up). I inquired and he scheduled a delivery. At that time, only half of the appliances were delivered. During this saga, he never once proactively mentioned that appliances were back ordered. I had to keep following up to find out where the missing items were. Our range was 18 weeks out (that was the first time I had heard of it!). With 2 weeks until move in, we scrambled and found a more expensive range from the same store. This was maybe 10 hours of work on my part between customer service calls and shopping for a replacement. At no point did this inept salesperson offer to upgrade us. It was like oh...well...uh... sorry. Sorry?! He didnt even take the opportunity to upsell us with his available inventory! Our range arrived broken, and our hood arrived with a HUGE scratch. After 60+ emails between Middleby and AJ Madison where they passed the hot potato and asked me at least 10 times for information I submitted each time (the serial number), I began to see that this was the game - a war of attrition. They would just keep asking for the same information as though we were starting from square one to wear me down until I gave up. I would never, ever, ever work with either Viking or AJ Madison again. The sheer incompetence and lack of attention to customer service is beyond words. There are many other amazing companies out there. We worked with Ferguson and would highly recommend it. DO NOT work with AJ Madison! If you purchase from Viking, beware that your warranty is meaningless as they will not honor it. You won't get past square one.
