Slyman Bros Appliances — Attraction in Ballwin

8/29/2024 - I have edited my review from a 1-star to a 3-star as I was contacted by Slyman Brothers Appliances by the appropriate personnel to listen about my recent experience and advised me that changes had been put in place to address some of the communication breakdowns. They also refunded the installation cost of the refrigerator, which was much appreciated.

We purchased a new refrigerator online on July 1st. It showed an estimated delivery date of July 9th so we paid in full, including the optional $75 delivery + installation fee. The following day, I received an email from my "online salesperson" stating that the delivery date to be received at the warehouse was July 10th and I would be able to schedule delivery, typically within 2 business days, via a link once the refrigerator was scanned into the warehouse. We were without a refrigerator due to a full kitchen remodel so the delivery date was extremely important for us. From here, it all goes down hill.

On July 11th, I received a text message citing that there's been a delay due to the holiday and the refrigerator is now expected to be received at the warehouse on July 17th. When I didn't receive any communications on that day, I reached back out to the "online specialist" to inquire. When I didn't get a response, I went to the S. Lindbergh showroom and spoke to a salesperson there. He informed me that the refrigerator would now be arriving the following Monday, July 22nd but couldn't provide a reason for the delay. When I did not receive any communications on that day, I again reached out to my 'online specialist' who then told me that it would arrive on Wednesday, July 24th and stated that "she never gave me the date of July 22nd". Which to her credit was true because she never contacted me back from the previous week!

The refrigerator arrived at the warehouse on July 22nd and I was able to schedule delivery within 2 business days. Mind you, we paid the extra $75 for delivery + installation. (Since we just did a full kitchen remodel, we really didn't need a new water line installation, because our contractor had already performed that task, but it was all part of the cost.) Unfortunately, the outsourced delivery company they use was a joke. They unboxed and set up the new refrigerator and hooked up the water line but when I told them that the refrigerator was not level, the main installer insisted that it was and that my floor was apparently not level. I could only argue with him so much before he left. When my husband arrived several minutes later, he was shocked to see how the refrigerator was 'leaning' backwards. He immediately got his level out and sure enough, it was not level. I immediately called the installer's mobile number to tell him that they needed to return but they refused. I then contact the S. Lindbergh showroom to tell them what just transpired and that I needed for someone to come out and level the refrigerator. The salesperson told me that he could schedule a home maintenance visit in about a week. When I told him that was not acceptable, he said to let him make a few calls and he would call me back. When I didn't hear from him within about 2 hours, I called back only to hear that the "customer service line was now closed for the day". My husband and I got the installation guide out and figured out how to adjust the feet on the refrigerator and leveled it ourselves.

I share this length of detail because not only was our sales experience unpleasant but so was the installation. We originally could have ordered the exact same refrigerator for the exact same price from one of the big box stores with FREE delivery + installation but we elected to buy from Slyman Brothers because we've purchased other appliances from them in the past and we wanted to patronize a local company. I don't know if that will be the case for our next major...

Do not buy from Slyman!

We purchased a new oven in late December. The sales rep told us it would be in and ready for install within 2-3 weeks. 4 weeks went by with no word so I reached out for an update. Was told it would be coming the following week. Of course, heard nothing so reached back out. Was told it would be in in another week. After another week, no oven, no follow up. Did this 2-3 more times until finally I asked to speak with a manager (Josh). Josh was rude and very matter of fact stating that it's not their fault and that I could go buy an oven anywhere else and would have the same issue. His boss Bobby then reached out and basically said the same thing. But they both promised to keep a close eye on it and that the stove would be in within the next week. Decided to continue waiting. So of course, I hear nothing from them on the day they promised so I reach out again and they said they had no idea when it would be coming and that I could just go try my luck somewhere else.

I've been in the sales and service industry for nearly 20 years. I know that delays happen. No issue there. We were polite and patient even though it was taking longer than expected.

The issue here was the lack of communication and the promises that were made when I purchased. If there's possibility for delay, tell the customer up front to set proper expectations. If shipping delays happen that are out of your control, simply let the customer know proactively. And finally, when time passes and the unit never arrives the least you can do is be polite and try to find a solution to take care of your customer. Both managers (Bobby and Josh) refused to take ownership of the situation and told me on multiple times that I could just cancel my order and try someone else and that I'd have the same result.

Couldn't be further from the truth.

I thought that buying from the local company and paying a bit more ($250 in this case) would ensure me great customer service. I was wrong.

I ended up buying the exact same oven from Lowe’s. Delivered next day, was installed...

Recently moved to Ballwin from out of state and wanted this to be our appliance store for the future. Salesman Dan seemed knowledgeable and courteous when we bought our washer/dryer. Upon delivery the new dryer didn’t work and the delivery guys took it back. When the 2nd dryer was delivered we soon found out it wasn’t working properly. It would stop in the middle of the cycle. Additionally after turning it off it would play a jingle at all times of the day and night. The laundry room is next to our guest suite so our guests get woken up at all hours. I contacted Dan for help and he told me to use their website to email them regarding the problem and someone would contact me within 30 minutes. That didn’t happen. Hours later we went to the Slyman showroom as laundry was piling up. Dan was very displeased that we came to the store. We explained that we had run out of clothes as the moving truck had not yet arrived and needed a working dryer. The conversation was calm, but he accused us of yelling at him when he was the only one raising his voice. He refused to let us speak to Chris Slyman(owner) and was very rude to us. We are planning to replace a stove, refrigerator and dishwasher in the near future but sadly won’t be returning to Slyman for these appliances as service after the sale is horrible. Follow up: Chris Slyman did finally call me, his answer was we could pay a 20% restocking fee and he would remove the faulty dryer and the overflowing/flooding washer. We paid the hundreds of dollars he requested and went shopping. The most surprising result was Best Buy. We purchased a washer and dryer from BB from salesman Jack. He was very knowledgeable, helpful and kind. The new washer/dryer work perfectly! The washer works great and the dryer doesn’t wake us up at night. We subsequently purchased a Thermador dishwasher, range and microwave and LOVE them. If you want good customer service and quality appliances skip Slyman Bros. and find Jack at Best Buy, he will do...