Standard TV & Appliance

Reviews 3

SU

Susan Lee

**Update changing from a two star to one star because negative 3 is not an option. Details below in the May 18th update*** I bought a Bosch dishwasher that was defective from these guys. It ended up flooding my house which might have been a manufacturer issue, I dont know. However getting service to get the dishwasher fixed has been awful. Two weeks after the flood they are sending out a second repair person, the first came out just to evaluate the situation. The second one today is supposed to fix it. Heres where things went awry. The wont give you a window for when the repair person will be out until 8:00 the day of the repair. For me, that my means I have to take the day off work to wait for their call or risk needing to go home from work almost immediately after arriving in time to meet them if they say theyll be there at 9. Today they didnt call me so I finally called them around 10. They had worked it out to where the only option they gave me was at the same time I have a hard to schedule doctors appointment. They offered zero flexibility even after I explained that the only time I could not be home is from 4-5 out of the entire day that I had to set aside for them. So here Ive rearranged my life around this dishwasher repair and it still might not happen. Thanks standard tv. I definitely will buy from Sears next time. **Update May 11th** So they guy came out and replaced some of the broken parts of the dishwasher, but he had to order another part before it will work. Also, nobody had told him about the door that needed to be replaced because it was dented when it came out of the box at install time. This was noted by the installer before we knew the dishwasher doesnt work and before it flooded my house. So, it looks like my kitchen floor and basement ceiling that are being replaced because of the flood might actually be finished before I have a working and undented dishwasher. I am beyond frustrated with this situation. I bought a higher end dishwasher, back in April, with great reliability ratings precisely because I didnt want to have to deal with these types of issues. One thing though, the repair guy was super nice and said hes going to try to schedule my next repair appointment in an afternoon so I dont have to take another day off work. **Update May 18th** So I scheduled a repair appointment last week when they were sure the parts would be available and they said I could specify that I needed an afternoon appointment. Awesome, wish I had known that sooner. They were supposed to come out today in the afternoon I had it all arranged so somebody would be at my house in the afternoon. Then the service tech called me around 7:40 this morning and said I was his first appointment of the day and he would be there between 8:30 and 9:00. After nearly an hour of back and forth with various people in the service department they informed me that they dont make promises. All I want is a dishwasher that wont destroy my house (too late for that I have a huge hole in my kitchen floor an a garage I cant use because of this dishwasher) and that will make my dishes clean. Ive already paid these guys $1200 and rearranged my schedule on multiple occasions to accommodate them. It shouldnt be this difficult and yet Im still washing all my dishes by hand.

JA

Jason Engilis

Two experiences to illustrate the customer service excellence at this store. First experience- my wife and I needed a new fridge because our old one died a few summers ago. A salesman helped us find an affordable replacement that fit the space and sent it that day. Later I saw it advertised for less. With a phone call, the price was confirmed by an employee at Standard and Standard sent us a refund for a few hundred dollars. Beside the savings of the price discount we also saved money on groceries that didnt spoil. All due to excellent customer service. Second experience (shortened) -my wife and I bought a mattress to replace an aging tempurpedic. Deal included mattress protector and box spring thrown in as well as a price thousands less than the retail price. Loved it. Mattress broke 6 months later. Standard helped us with The manufacturer to claim warranty refund, at that point the manager Sai got personally involved in helping with communication between the different parties involved. The mattress was discontinued and an exact replacement was unavailable, which was nobodys fault. Standard shipped a similar mattress but one step down in quality at no cost to us (it was all they had). We did not like it at all, and my wife was about 8 months pregnant by then. Two horrible nights later we both went back to Standard and tried another mattress which was in the store and paid the difference at a significant discount. New mattress was shipped that afternoon at no cost. After 21 days I realized it was too stiff for me to sleep on my side but otherwise we liked it. As per the comfort guarantee we wanted a more plush mattress....which wasnt in the store to try. Manager ordered an excellent mattress to be brought in from another store so we could try it and he would offer a discounted price. We decided to replace our mattress with the same one we had but in a plush version. Total cost: $59 delivery. It was a difficult situation to be in and buying a mattress is a tough personal decision which involves finding something that makes two people happy and high end mattresses arent cheap. Perry Palo and the manager Sai bent over backwards to make sure we were both happy in the end. They were patient and VERY willing to help my wife when the first replacement was making her very uncomfortable. In the end both stories show a commitment to customer satisfaction at a cost of time (spent a lot of time working through the steps) and cost (discounts, a free same day delivery...etc.). Im very glad we stuck with it because in the end they proved that our satisfaction mattered and we were happy. Just try getting that kind of customer service anywhere else. I doubt there are many retail stores that would display such patience and commitment to the customer. People dont often write enough good reviews but the least I can do to pay them back is to show others the kinds of stories that dont always make it to a review site. Their customer service ethos make a very good argument to continue to buy other appliances there...water heaters, washer driers, TVs, stoves, dishwashers etc...

CH

Christina Costa

Update: I had called to get service to come out to level my fridge, as they should have done on install. No reply after 3 days. I bought a refrigerator, dishwasher, washer and dryer in April. My shopping experience wasnt terrible, they made some concessions to their multiple errors, and the install on my dishwasher was wonderful which is the only reason there are even 2 stars. Why 2 stars then? My shipping, installation and follow up service were terrible. Keep in mind while you read this that you pay for the delivery. The install for the dishwasher and for the rest of the purchase were separate. The dishwasher installer was quick and considerate. That happened at 11:00am. The rest were delivered at around 3:00pm. I waited until nearly the end of my delivery window and then it took the 2 guys nearly 3 hours to install the 3 pieces. For the dishwasher and dryer, it is a difficult spot but my door frame was damaged and the guys left without putting the door back on. They supposedly unpacked my items ahead of time to inspect them, found one spot (that would be hidden) on my fridge that was damaged-took $100 off. They didnt notice the 2 others that were above the counter line (so visible) until its if the truck in front of the house and my previous fridge is already in front of the house too. I had the choice to send it back, and I almost did, but I was told it could take a month to get the next one. They didnt remove the tape on the inside or a lot of the plastic and I dont think they checked it because immediately after they left, I found that one door was warped. It took 5 phone calls to get the repair scheduled because you have to go through your salesperson. The manufacturers guy came out and I then had to wait for parts to be delivered. When I called to complain about my experience, I was told Id already gotten a discount. When I pointed out it was for damages, I was told, "well, you took delivery. I guess I could send an email to customer service". Why wasnt I even allowed to talk to Customer Service? Thanks. 3 months later, my freezer is frosting and its making noise like its 20 years old. When I called the manufacturer as its still under warranty, the rep asked me a few questions, then let me know that during the installation the fridge should have been levelled. The noise, frost and hanging doors were because the installers didnt do that right either. I could either pay for a service call, or wait for Standard Appliance. I called Standard and was first told I had to arrange it though my salesperson-again. I persisted because my salesman was off, and another salesman send an email to service. Im supposed to hear from them in a day or two. Well see.