On 6/8/24 I ordered an 85-inch Samsung QLED TV from Appliances Online and requested delivery for 4/9/24. The TV was delivered and placed in the TV room where it remained unopened until it was unboxed on 13/9/24 mounted on the wall and switched on. Unfortunately the TV had been delivered damaged and not fit for purpose. I immediately telephoned Appliances Online to report the major failure. I was asked if the TV was installed by Appliances Online and when I replied no, I was told that because it was not installed by them, they would refer my complaint to the manufacturer. This is contrary to Australian Consumer Law, and the stated return policy of Appliances Online. I was not provided with any help from them. Three days later I contacted Appliances Online again, this time by email restating the TV was not fit for purpose, and I wanted a replacement. I did not receive a response to that email until 17/9/24, by which time I had arranged through ongoing communication with Samsung for a Samsung authorised repair technician to assess the TV. When I finally received a response to my email from Appliances Online (17/9/24) they simply confirmed they had been advised by Samsung that Samsung was arranging for the TV to be assessed. Appliances Online Customer Support did say that once the TV has been assessed they will be able to determine the appropriate remedy. The TV was assessed on 23/9/24 by two Samsung authorised technicians. I was told by the technician the damage to the TV was internal; there is no indication of any external impact on the edges or screen; and no chip marks on glass screen. The TV was checked for length of time it has been switched on, that time is recorded as zero hours. The technician told me in his opinion the TV likely fell over while still boxed; and this could have happened either in the warehouse, or during transit. He said he would submit his report to Samsung, and I should hear from them within a couple of days. On 27/9/24 I received an email from Samsung advising “…the damage is considered to have occurred upon delivery. Appliance Online, the retailer from whom you purchased the television, should be fully liable for this. They may consider that the TV was damaged in their warehouse before delivery or during delivery. Please contact them to seek a remedy for your unit.” On 27/9/24 I emailed a letter of demand to Appliances Online for a replacement TV. On 1/10/24 I received a reply from their Customer Support requiring I send them a copy of the technician’s report, which is held by Samsung, together with the correspondence between myself and Samsung before they will advance my complaint. I have now referred my complaint to the Office of Fair Trading. My experience has taught me that Appliances Online do not provide 24/7 help as their website states. They have not met their warranty obligations in respect to Australian Consumer Law and they have not followed their own policy in respect to returns. I do not recommend Appliances Online. Their prices can be matched by most other retailers, and the lure of free delivery is simply not worth the fight for your consumer rights when they deliver a product that is not fit for its specific purpose.