Recently I purchased a Whirlpool dishwasher, fridge, and stove from Wahls. Unfortunately, I must express my disappointment with how the entire process unfolded.
Firstly, upon purchasing the units it was not communicated to me that I would be responsible for BOTH the refrigerator and dishwasher installation, they only told me about the fridge, which ended up costing me $300. Significantly higher than the original estimate of $100-150 for just the fridge install. Additionally, upon delivery, I discovered that my dishwasher arrived without a toe guard, I went to pick up the toe guard from the store, their contracted plumber tried to install it and it did not fit. The dishwasher arrived with multiple dents on the front, contrary to what was expected based on my in-store purchase. Even the gentleman I purchased the unit from agreed that when we looked it over in the store, there was no damage to the front, only a small dent on the side. I have attached pictures for reference.
Despite being assured that I could select a new dishwasher at no additional cost for installation, and no mention of having to pay the difference. I was surprised to find that I was still up charged $30 when I chose a dishwasher only $70 more expensive than the damaged one (which was not damaged when I purchased it). That is an insignificant amount of money when you consider the amount I spent all together with this purchase and all the things that went wrong upon installation, yet they wanted to haggle over a $30 up charge! You can clearly see the product that was delivered was not satisfactory.
On top of all of that, over the weekend after my installation on Friday, I kept smelling a gas stench from the oven. I chalked it up to the new install until other people started to notice the smell. Monday morning I called Wahls to let them know the oven had a gas leak and was told to "Open the windows, its not a big deal." That their technician would be there soon to install the SECOND dishwasher and would take a look. Alliant came out and as soon as they came in the house their gas alarm started going off. Sure enough the oven was not hooked up properly.
As I am sure most of you know being a first homeowner who has been saving for this purchase since I bought my home in 2022 and made a significant investment in these appliances, this experience has been disheartening. I had high expectations, especially considering my family's positive history with Wahl's for the past 25 years. Unfortunately, this transaction fell short of providing the level of customer service I anticipated.
The only positive interaction I had through the whole experience was the second technician who came out and felt bad I went through all of that and made sure everything was in order before he left. Even took the handles off of all of my appliances to remove the factory plastic, which the original installers should have taken care of when they were there the first time.
Regrettably, I cannot overlook the fact that I would have been better off purchasing brand new units from Menards and finding someone to install them on my own, as they were less expensive than the S&D section at Wahls and would have been much less of a hassle to deal with. Taking a day off work to accommodate delivery only added to my frustration. Then I needed an additional day to have a new unit delivered because the first one was damaged.
There was more that went into all of this, but you get the picture. I have expressed concerns throughout the entire process to managers over the phone, in person, and even sent all of this in an email, none of which were addressed with even a simple sincere apology without excuses being made or blame being pointed on me. There have been multiple opportunities to make things right and provide better communication and a positive customer service experience. So while it pains me to have to sit here being a complete Karen and express these sentiments, I feel it is important to provide honest feedback. This will be my last purchase with Wahls.
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Recently I purchased a Whirlpool dishwasher, fridge, and stove from Wahls. Unfortunately, I must express my disappointment with how the entire process unfolded.
Firstly, upon purchasing the units it was not communicated to me that I would be responsible for BOTH the refrigerator and dishwasher installation, they only told me about the fridge, which ended up costing me $300. Significantly higher than the original estimate of $100-150 for just the fridge install. Additionally, upon delivery, I discovered that my dishwasher arrived without a toe guard, I went to pick up the toe guard from the store, their contracted plumber tried to install it and it did not fit. The dishwasher arrived with multiple dents on the front, contrary to what was expected based on my in-store purchase. Even the gentleman I purchased the unit from agreed that when we looked it over in the store, there was no damage to the front, only a small dent on the side. I have attached pictures for reference.
Despite being assured that I could select a new dishwasher at no additional cost for installation, and no mention of having to pay the difference. I was surprised to find that I was still up charged $30 when I chose a dishwasher only $70 more expensive than the damaged one (which was not damaged when I purchased it). That is an insignificant amount of money when you consider the amount I spent all together with this purchase and all the things that went wrong upon installation, yet they wanted to haggle over a $30 up charge! You can clearly see the product that was delivered was not satisfactory.
On top of all of that, over the weekend after my installation on Friday, I kept smelling a gas stench from the oven. I chalked it up to the new install until other people started to notice the smell. Monday morning I called Wahls to let them know the oven had a gas leak and was told to "Open the windows, its not a big deal." That their technician would be there soon to install the SECOND dishwasher and would take a look. Alliant came out and as soon as they came in the house their gas alarm started going off. Sure enough the oven was not hooked up properly.
As I am sure most of you know being a first homeowner who has been saving for this purchase since I bought my home in 2022 and made a significant investment in these appliances, this experience has been disheartening. I had high expectations, especially considering my family's positive history with Wahl's for the past 25 years. Unfortunately, this transaction fell short of providing the level of customer service I anticipated.
The only positive interaction I had through the whole experience was the second technician who came out and felt bad I went through all of that and made sure everything was in order before he left. Even took the handles off of all of my appliances to remove the factory plastic, which the original installers should have taken care of when they were there the first time.
Regrettably, I cannot overlook the fact that I would have been better off purchasing brand new units from Menards and finding someone to install them on my own, as they were less expensive than the S&D section at Wahls and would have been much less of a hassle to deal with. Taking a day off work to accommodate delivery only added to my frustration. Then I needed an additional day to have a new unit delivered because the first one was damaged.
There was more that went into all of this, but you get the picture. I have expressed concerns throughout the entire process to managers over the phone, in person, and even sent all of this in an email, none of which were addressed with even a simple sincere apology without excuses being made or blame being pointed on me. There have been multiple opportunities to make things right and provide better communication and a positive customer service experience. So while it pains me to have to sit here being a complete Karen and express these sentiments, I feel it is important to provide honest feedback. This will be my last purchase with Wahls.
