Grand Appliance and TV

Reviews 3

DO

Doug B

I should have listened to the advice of those I asked about their experience with Grand Appliance! 5 different people I spoke to who used Grand who ranged from buying a stove, to several who did full kitchen updates with built in and freestanding appliances all told me about what a horrible experience it was. From late delivery, damaged goods, no call backs, missing product, incorrect billing, house damage, delivery of wrong product, etc. I took it with a "grain of salt" It all started when I had won a $500 gift card af ew years ago from Grand Appliance. Our dishwasher was on the way out and wanted to buy a Miele Dishwasher. When I talked to the sales rep, he assured me it was still valid. After several days of Grand researching this to confirm it was still valid (Why would it not be-no expiration date, MY NAME on it saying it was a $500 gift certificate from a drawing). After over a week with no call back, I called, and they told me it had been used! huh??? I had never used it. They said that someone had used it to buy a tv...under ANOTHER PERSONS NAME!! I told them I have never bought anything from them-EVER, no tv, nothing. And who is this persons name? (I will not reveal the persons name) It was not a relative or anyone I have ever heard of. Grand would not budge. I asked them "How can someone else use my winning gift certificate when It is NOT my name, and I have the actual certificate with my name right in front of me?" They said "Sorry, it has been redeemed there is nothing we can do." I ended up battling with the Customer Service who by the way, did not believe me and asked me to email a copy of it to them (the 3rd time I have emailed this to their Customer Service department). Long story short, they offered me a decent deail....a discount on the dishwasher, free install and 5 year warranty. Delivery was set, worked with a very nice sales rep who confirmed install date, and billing, etc.He advised me to call the day before delivery to find out the time...fair enough. Called the day before....the person I was to talk to to find out delivery and install time was on the phoen so lady took a hand message with my phone number and assured me he would call me back. That was around 12pm. NO CALL BACK. the day of delivery, I get an email at 8:30am sayin diswasher is damaged and they screwed up the delivery date as well. Oh, and the store does not open until 9am... STILL WAITING ...... I will never go back to Grand Appliance again and make sure to tell EVERYONE about what an aweful experience it is and how rude and unhelpful the customer service department is. The positive note, is the sales rep was very ncie and tried to do the best he could and the local store staff is friendly....they have their hands tied to a degree so I dont blame them....it is the operations and service department that should be ashamed of themselves. What kind of a company is this/?? I am not one to write reviews on bad experiences but this is over the top. And I should really have listened to those I mentioned about and took to hear their advice and not use Grand Appliance. GO SOMEWHERE ELSE FOR YOUR APPLIANCES!! This Family run operation has quite possible the worst run service department I have experienced....which is quite an accomplishment. At least Best Buy, Sears, and other large box stores have a solid process, people who can help you, and knkowledgable staff.....something I would EXPECT from a smaller family run operation.

JA

James Parker

DO NOT DO BUSINESS WITH GRAND APPLIANCE!!! We bought a Washer from Grand Appliance approx. 3 months ago. They installed it. When they installed it they reversed the hook-up for the hot and cold water. So for several months we thought we were washing our clothes in cold when it was actually hot. It ruined over $1,300 worth of clothing. I have waited three months for them to come to a settlement. First they offended us with an offer of $200 without even looking at the clothes. Then they decided that they needed us to send them the clothes so they could inspect them. We have been doing business with this company for many years and have spent well over $30,000 in their store. They acted as if we were lying to them. We complied with their request and sent them our clothes. The result was a wait of over 6 weeks and after several phone calls, they decided we should receive a check for $79 because in the Customer Service Managers opinion (Chris Larsen) there was only one piece of clothing that was ruined. In reality it shrunk almost all the clothing and turned remainder into rags. Some of that clothes was one of a kind with specific washing instructions.However, the Customer Service Manager, Chris Larsen, proclaimed his vast knowledge of clothing and told me that the clothes in question were still the same size and the pants that were turned into rags looked like they were right off the rack. And then he proceeded to tell me that they connected the washer correctly even though I have the receipt from their own installer saying they were not. When I asked to speak with his boss he said no. He told me I could only speak with him. I am still waiting for a telephone number of his boss so that I can tell him/her the truth and get this resolved. He was disrespectful and condescending. I have never been treated so poorly by any company and especially from a Customer Service Manager. Grand Appliance should be ashamed and terminate this individuals employment immediately before he can ruin more customer relationships. We are building a lake house and were going to purchase all of our appliances again from Grand Appliance. They were going to be at the highest end and we were prepared to spend another $30,000 but NOT anymore. Grand Appliance you have lost another customer and I will go out of my way to inform as many people as possible of the terrible treatment I received from your company. I will also be returning the over $1,000 washer we just purchased from you.

JO

John Oliver

My wife and I recently purchased a front-loading washer and dryer from Grand. So far, theyre both working as advertised. I dont think its important, however, to spend too much time talking about the units specifically. After all, theyre from a national brand and the same units can be found for similar prices all over Madison. Rather than focusing on the washer and dryer, Id rather review Grands customer service, and, in particular, our experience working with Jim. Rather than bombarding us as we walked into the showroom - which is clean and laid out nicely, by the way - Jim gave us time to walk around and browse their selection casually. After a few minutes he approached us warmly and introduced himself. At no point did he aggressively try to steer us toward a particular model, and he was clearly knowledgable about the various products. We ultimately decided on a top-loading set that was scheduled to be delivered a few days later. On the day of delivery my wife waited at home to hear from the delivery guys, but the scheduled appointment time passed and she hadnt heard from anyone. She called over to the showroom and Jim explained that there must have been some sort of mixup with the order. He was apologetic, and assured us that they would be delivered the next day. The next day the delivery guys arrived. While bringing one of the units in they accidentally bumped into something which caused a tear in one of our window screens. They were extremely apologetic and at no point attempted to hide the damage. They moved on to trying to move the washer and dryer downstairs, but, due to our doorway being too small, they were unable to get the washer installed. The delivery men reloaded their truck and were on their way. We revisited the showroom and selected a different washer and dryer. This unit was a few hundred dollars more expensive, but considering the trouble we had already been through Jim worked with us on the pricing. He also reimbursed us in full for the cost of repairs on the window screen. In the end, we were well taken care of, and at no point in the transaction were we made to feel like a bother. Im confident that the issues we experienced early in the transaction were simply flukes, and based on the treatment we received throughout that well be well taken care of in the future should anything happen to our washer and dryer. I highly recommend Jim and the rest of the staff at Grand Appliance.