I am writing this review/complaint to express my deep disappointment and frustration with my recent experience at Appliances Online. On November 17th, I contacted the company to purchase a fridge, and I was assisted by customer support representative Estella Graham. Initially, Estella was helpful in negotiating the price of the fridge as per my request. I specifically mentioned that I wanted to use PayPal to divide the payment into four installments, and I also emphasized that the fridge needed to be delivered by the end of December. However, while I was on the phone with Estella, she unexpectedly asked for my credit card information. Unfortunately, as soon as I finished providing my credit card number, I received a notification from my bank indicating that I had been charged over $1500 in one go. This immediate charge caught me off guard, and I promptly informed Estella about the issue. She apologized and offered a $100 discount as a gesture of apology. I then requested her to send me an email explaining the situation, assuring me that I would receive a refund and that the payment would be rectified with installment payments. Despite being understanding of mistakes, I was concerned about the large charge and wanted to ensure the situation was resolved. After three days had passed, I still hadn't received any refund. In an attempt to reach out and seek clarification, I sent Estella three emails. On November 21st, I called her again, but she apologized for not having the time to respond to my emails. She assured me that my money had been processed for refund a few days ago and would take up to three days to be returned to my credit card. Trusting her words, I patiently waited for the refund to come through. On November 28th, as I still hadn't received any refund, I emailed Estella again. Unfortunately, she didn't reply, so I called her, requesting a call back after 1 pm. Much to my disappointment, she never called me back. When I tried to reach her directly, she did not answer. Consequently, I decided to contact the customer support line and requested to speak with a manager or supervisor. To my dismay, Sasha Pobereznic, the manager/supervisor, answered my call but displayed a complete lack of empathy or apology. In fact, he was sarcastic and aggressive during our conversation, until I expressed my dissatisfaction with his conduct. During this phone call, I discovered that despite my earlier conversations with Estella, Appliances Online had mistakenly delivered the fridge to my future house in WA, while I reside in NSW. This mix-up caused a significant inconvenience as I had to track down and inform the individual residing there about the delivery error. I proposed to Sasha that they leave the fridge at the property as at the end of the day I will be moving there until my refund was processed, at which point they could arrange payment via PayPal. Considering the circumstances and the mistreatment I had already endured, I also asked for an additional discount. However, Sasha rudely dismissed my request and insisted on collecting the fridge before refunding my money, claiming it would take a maximum of 2 to 3 days. Today, December 4th, I am still awaiting my refund. Appliances Online has collected the fridge from my future address I. WA, but I have yet to receive any reimbursement. Yesterday, on December 3rd, I emailed Sasha once again to seek clarification, and he assured me that I would receive my money by the end of the day. Unfortunately, no refund has materialized. The distress and financial impact caused by this ongoing issue are difficult to put into words. At this point, I cannot recommend anyone to make a purchase from Appliances online at ALL! Kind regards Andre V.