Appliance Sale Was Easy, Everything After Was a Nightmare
My 78-year-old mother spent over $10,000 on a washer, dryer, refrigerator, oven, cooktop, and microwave from this store. Unfortunately, the experience after the sale was extremely disappointing and stressful.
She lives outside the city limits and uses propane, not natural gas. The salesperson told her that all gas appliances come set up for natural gas and that she would simply need to hire a plumber to change the orifice for propane. That sounded straightforward—until it wasn’t.
On the first delivery day, only the washer and dryer arrived. The delivery crew shoved the appliances through the doorway, nearly damaging the door trim, dropped the washer, dryer, and pedestals in the laundry room, and left. This was shocking considering she paid over $400 for assembly and setup.
My granddaughter and I managed to place the dryer on its pedestal, but the washer was so heavy we couldn’t move it. We then began calling plumbers—every single one told us they do not change appliance orifices. HVAC companies told us the same thing.
With the 14-day return window closing, on day 13 we finally found an appliance repair technician willing to do the work. Coincidentally, he said he performs this service for this store all the time, which makes it even more frustrating that no one at the store could provide a referral or guidance.
To make matters worse, during installation we learned that the cooktop was also gas and also required an orifice change, something that was never clearly explained at the time of sale. The technician had to return a second day with metric tools and a helper to finish everything—including lifting the washer onto the pedestal.
The final bill? $950 for two visits. My mother paid it because she had no choice—she needed functioning appliances.
We went back to the store and spoke with the manager to express how unacceptable this experience was. Selling a 78-year-old customer appliances she could not use, providing no assistance, no referrals, and no clear explanation is terrible customer service. The only credit she received was for the installation. The salesperson seemed focused on commission, not the customer.
Buying appliances here was easy. Getting them installed and usable was unnecessarily stressful and expensive. I would strongly caution anyone—especially elderly customers or those with propane—to ask very detailed questions and not expect help once the sale is complete.
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Appliance Sale Was Easy, Everything After Was a Nightmare
My 78-year-old mother spent over $10,000 on a washer, dryer, refrigerator, oven, cooktop, and microwave from this store. Unfortunately, the experience after the sale was extremely disappointing and stressful.
She lives outside the city limits and uses propane, not natural gas. The salesperson told her that all gas appliances come set up for natural gas and that she would simply need to hire a plumber to change the orifice for propane. That sounded straightforward—until it wasn’t.
On the first delivery day, only the washer and dryer arrived. The delivery crew shoved the appliances through the doorway, nearly damaging the door trim, dropped the washer, dryer, and pedestals in the laundry room, and left. This was shocking considering she paid over $400 for assembly and setup.
My granddaughter and I managed to place the dryer on its pedestal, but the washer was so heavy we couldn’t move it. We then began calling plumbers—every single one told us they do not change appliance orifices. HVAC companies told us the same thing.
With the 14-day return window closing, on day 13 we finally found an appliance repair technician willing to do the work. Coincidentally, he said he performs this service for this store all the time, which makes it even more frustrating that no one at the store could provide a referral or guidance.
To make matters worse, during installation we learned that the cooktop was also gas and also required an orifice change, something that was never clearly explained at the time of sale. The technician had to return a second day with metric tools and a helper to finish everything—including lifting the washer onto the pedestal.
The final bill? $950 for two visits. My mother paid it because she had no choice—she needed functioning appliances.
We went back to the store and spoke with the manager to express how unacceptable this experience was. Selling a 78-year-old customer appliances she could not use, providing no assistance, no referrals, and no clear explanation is terrible customer service. The only credit she received was for the installation. The salesperson seemed focused on commission, not the customer.
Buying appliances here was easy. Getting them installed and usable was unnecessarily stressful and expensive. I would strongly caution anyone—especially elderly customers or those with propane—to ask very detailed questions and not expect help once the sale is complete.
