Big-Box Retailers Vs. Online Appliance Stores: Why Only One Is Generally More Reliable

According to the Pew Research Center, almost 80% of Americans shop online, from smartphones to clothes, groceries, and furniture — the list goes on. Some people even buy their home appliances online. However, is it a good choice? As it turns out, no! Sure, online appliance stores like AJ Madison and US Appliance offer buyers a wide selection of products and a number of search tools, but they often need to ship these products from far away. This can be an issue as home appliances are often not small items, and they can be relatively expensive. If they get damaged during transport, returning them is not always straightforward. So, in a big-box retailer vs. online appliance store debate, from a reliability perspective, the big-box retailer usually wins.

In contrast, big-box retailers usually have dedicated teams for delivery and installation. They will make sure that the appliance reaches your home and gets installed safely – sometimes for free, such as in the case of Costco and Home Depot. Plus, if something goes wrong, you're returning the item to the same physical store. Online appliance stores, by comparison, often use third-party shipping services, so even if the ordering process feels smooth, the delivery might not. The shipment can get delayed or damaged — or worse, it could arrive with missing parts, and the return process is much more complex. If you're buying from a big-box retailer, Consumer Reports considers Abt Electronics as the best place to buy appliances.

Another important advantage of buying an appliance from a big-box retailer is that you get to see it in person before making the purchase decision. Now, this might not sound like much, but it is a pretty big deal for anyone spending hundreds or thousands of dollars on an appliance. Photos of appliances only show the finish and features. However, they rarely adequately showcase the build, sturdiness, and quality of the materials used.

With big-box retailers, you also get to ask questions in person to help you with the purchase decision. No automated chat boxes. No scripted emails and no helpline numbers that always keep you waiting on the line for hours. If you need to ask something, just reach out to a store representative or manager. Installation, hookups, delivery, haul-away, warranties, or protection plans — you can ask about anything, and someone will be there to help you. They would even arrange delivery and installation for you and make sure that the appliance reaches and gets installed at your home safely. Before heading to a big-box store, though, make sure you look up some tips on how to save serious money at Home Depot and Lowe's.

That being said, online appliance stores have their own set of benefits, too. For instance, they are great when you need to buy an appliance in a hurry and do not have enough time to visit and explore a physical store. They are also amazing for filtering products by your needs and finding specific appliance models, and prior research is important, even if you plan on going to a physical store later on. Online appliance stores like Best Buy often have a bigger selection of products, too. Not to mention, online stores can often be cheaper or have great deals on certain products. If you do decide to buy online instead, make sure to read the return and refund policy carefully.