20 Years of Legendary Service

When 21-year-old John Winning founded Appliances Online in 2005, all he had was a rented truck, a 1300 number forwarded to his mobile, and a determination to shake up the market. Back then, John drove the truck himself, answered every call, and often worked through the night. He believed customers deserved more than the old way of shopping – they deserved real care, delivered fast.

From one truck and a website, we’ve grown to become Australia’s largest online appliance retailer, with purpose-built warehouses, thousands of products from the world’s best brands, and over 2.5 million customers served.

Our promise was simple: to make shopping convenient, reliable, and unforgettable. When your fridge breaks down or your washing machine stops mid-cycle, you don’t have days to wait. You need someone who’ll be there tomorrow – not next month.

Think about it: your old washing machine floods the laundry on a Sunday afternoon. Instead of waiting weeks, you could jump online, order a new one with a few clicks, and have it delivered and connected the very next day. That’s not just convenient – it’s life-saving for busy households.

That’s why, from the very beginning, we did things differently. Free next-day delivery, free installation, and free removal weren’t just extras – they were essentials. And with a team available 24/7 by phone, chat, or email, we made sure help was always close at hand.

We don’t take anything for granted, which is how we’ve built trust over 20 years with our strong Google business profile and Google reviews. Customers trust a service that delivers on their promise, and that’s something we pride ourselves on. 

This is reflected in the staggering amount of 5-star reviews the business has achieved on Google, with 17k reviews and a 4.9 star average rating. This and a 4.6 star rating on Trustpilot with over 5000 good reviews. 

Being a pure online business means that online reviews are the lifeblood of the business. But, it wasn’t just about appliances, we wanted to solve a problem for people, remove all the extra hassle and of course one up it, with the free removal and recycling of old products. Having a 24/7 customer service phone number, also meant that if people ever get stuck, there’s someone there to assist day or night. Something that customers can trust and rely on. 

We thought it’d be a good idea to pull out and quote some of our favourites:

“Very pleased with the Dryer and your service and great communication all the way through to delivery, and the delivery team were great, very friendly and professional at the same time. Excellent all round. Will definitely be using your company again I have no doubt. And offering free delivery plus removal of [the] old appliances is amazing.“ 5- Stars - Virginia.

“Amazing service. Delivered by 9.15 am after ordering at 4 pm the day before. The guys took away my old dishwasher. They unpacked the new one and put it in place. They took all the rubbish away too. Everyone from the online help desk team to the front line delivery team, has been helpful, polite and done their job well. I couldn’t find my products cheaper anywhere else, but if I did they would match it. We bought a Bosch series 4 dishwasher. I highly recommend using this company.” 5 Stars - Vanessa.

“Excellent service, very quick delivery buy helpful driver. Took my old machine away and all the packaging from new appliance. 2nd time of using this company and will use again.” 5 Stars - Steve

“Easy website to order from. Date for delivery given but the item came early. Delivery driver was awesome ringing me to organise time and then called when it was delivered. Really happy with product. Excellent service, will definitely use again!” 5 Stars - Emilie

On the other side of this, the office team works tirelessly to make sure all product listings have all the relevant information, connect to real customer reviews and pop up in our buying guides so that customers can make informed purchasing decisions. This allows people to shop at their leisure from the comfort of their own home and in their slippers if they fancy it. 

From what we’ve seen customers care about more than just price. Sure it’s nice to make a saving, which is why we price match, but it’s about more than that. Every touchpoint along the way adds up to a better customer experience, which is why we invested in live tracking, and make a point of calling 30 mins out to let customers know we’re on our way. We also remove the hassle of getting rid of the heavy duty packaging that comes with most appliances. We take this with us and we recycle it ourselves in our own purpose built machines back at the warehouse. We also extend this to the removal of old appliances and products. So you don’t have to leave your old mattress out on the road hoping that someone might want to pick it up or the old washing machine out in the rain waiting for an inorganic collection. We’ll take this away and recycle it at no extra cost to you, because we actually care about sustainability and we make it easier for you to feel good about your decision to shop with us. It’s built into our Legendary Service. 

This promise of Legendary Service now extends to New Zealand, with Appliances Online launching in late February this year. So far, Kiwi’s are loving it and we’ve had some really positive reviews and customer feedback. More than a 5 star review, it’s about some of the lovely messages our customers take the time to write. We’re out there making real connections with real people. That customer experience is priceless. We love to hear from our satisfied customers, if you do receive a review request from us, please take the time to leave us a comment. Obviously the number of reviews helps to build the online presence and spread the positive feedback that we are receiving on a daily basis to help us build trust. As a small business this provides the social proof that people need to give us a crack.

So, if you need a new or replacement appliance – and you need it now – we’d be happy to help. Because for us, it’s never just about appliances. It’s about people, families, and keeping life moving.

Here’s to the next 20 years in New Zealand and Australia. 

At Appliances Online we offer free delivery for everything from compact and easy reach fridges to stainless steel stovetops, cookware and cutting boards! Plus, next day delivery is available for in-stock items in our Auckland delivery area. To see delivery availability for other areas of New Zealand type your postcode into the delivery location field at the top of this page.

We’ll also take your old appliance away for recycling, keeping it out of landfill. For help choosing the right size or style kitchen or laundry appliance for your home, call 0800 265 265 to chat with a member of our friendly team 24/7, or message us via the chat icon at the bottom of your screen.