Standard TV & Appliance — Attraction in Beaverton

Standard Appliances has an internal communication problem. We were promised a particular delivery date around which we scheduled our community’s maintenance staff to remove our old appliances. At the last minute we were bumped; when we complained, magically someone cancelled, we were the day’s first delivery. Our salesperson confirmed that the delivery crew would install rollers on the bottom of our two new appliances. Untrue. The delivery supervisor maintained that drivers are required to turn off the water to the entire building in order to install the washer-dryer in one unit. Also untrue. We ordered an upright freezer and a stacking washer-dryer to fit in the configuration of our laundry room. There was initial backtracking by the scheduling person on the delivery day from the promised 8/4 date; when we objected, the company inserted our delivery on 8/4 as “first thing, Monday morning.” The crew arrived and began unboxing both units. The management guys in our community removed the existing appliances. There seemed to be immediate irritation on the part of the delivery crew with the idea they would have to hook up the water line for the washer-dryer. They maintained the apartment staff was responsible for hookup. The crew unloaded the washer-dryer; they left the freezer in the breezeway outside our front door. Another issue surfaced. The crew maintained they were neither trained nor authorized to place any appliance on rollers. This was in direct conflict with what we were told by the salesperson. Twice, the delivery crew mentioned they had 15 deliveries that day. My sense was they just wanted to get on with their day without seeing the delivery/installation to a successful conclusion. I looked out the window and saw the crew driving off. Our freezer was still in the breezeway. We called the warehouse supervisor. The crew told him that they had a commitment from the community maintenance staff to bring the freezer inside our home. The community guys said no such conversation occurred. The supervisor said he would send a second crew to bring the freezer inside. The maintenance staff subsequently brought the freezer in. They placed the washer-dryer on rollers and did the water line hookup. We will have to hire an outside crew to install rollers on the freezer at a later date. The supervisor also maintained that delivery staff is required to turn off the water for the entire building in order to install the washer-dryer. This is patently untrue, and no such conversation existed on this topic. The second crew was terrific. By that time, the only thing that would benefit the installation was to move both appliances flush with the right wall of the room, which they did gladly. Dave and his co-worker were great. At installation, we noticed the dryer door would not stay closed. The Standard service department sent a rep out that Wednesday. Luke made the adjustment and advised us that, should the issue recur, we need only call to have the door replaced. He was terrific. At minimum, Standard Appliance has an internal communication problem – which should not fall in the lap of the customer. Secondarily, both my partner and I were homeowners before joining households. We’ve had many deliveries over the years. Our expectations were always that the delivery person would do what it took to install the appliance. I do not like the feeling that we were treated differently than we would have been, had we been homeowners. I suggest Standard clarify a set a customer interaction practices with delivery staff that apply to everyone. This was a no-effort sale for the Standard salesperson and we purchased extended warranties on both appliances. We could just as easily have purchased the appliances elsewhere. Next...

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. Dropping review to one star. The service guy was very nice and on time. The leveling fixed my problem. But he said he should charge me because dispatch shouldn't have sent HIM, they should have sent installers. Why should the store's mistake (again) have cost ME money? Not what I want to hear, which I told him as nicely as possible as "feedback".

I bought a refrigerator, dishwasher, washer and dryer in April. My shopping experience wasn't 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 didn't notice the 2 others that were above the counter line (so visible) until it's 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 didn't remove the tape on the inside or a lot of the plastic and I don't 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 manufacturer's 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 I'd 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 wasn't I even allowed to talk to Customer Service? Thanks.

3 months later, my freezer is frosting and it's making noise like it's 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 didn't 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. I'm supposed to hear from them in a day or...

Horrible customer service; no follow-through when there's a problem. We bought a house in May, and I called Standard in Beaverton regarding extended warranties we have on our washer and dryer we purchased there. I was told we had to have them re-"installed" at the new house to keep the extended warranty valid (which later proved to be false and unnecessary). I was also told that this required a new power cord for the dryer and all new hoses for the (steam) dryer and washer. Part of the installation also included reversing the dryer door as the machines were now arranged in an opposite configuration. The installation team showed up, spent 9 minutes in our home (I have it on surveillance footage) and literally connected the machines using all of the old hoses and power cable, not even leaving the new ones behind, as I had been charged for them on my invoice. They did not reverse the dryer door. They left a 2' x 4' pool of standing water on the floor and walked away. I called immediately and complained to Standard, and they wanted to send a new team out to get it right. This second team didn't show up for the appointment, and I phoned again, demanding a refund, no longer interested in incompetent and poor service. I was transferred to Jackie at the Warehouse, who was fantastic in her customer service and in helping resolve this problem. Unfortunately, the folks in accounting failed to issue any refund. This led to literally five additional phone calls to Jackie over the course of three months, from June 2020 to September 2020. She couldn't believe the refund hadn't been issued, and seemed to do everything within her power each time to facilitate a refund, but others in the Standard administration failed on their end. Kudos to Jackie, even though the problem hadn't been resolved after multiple attempts. After the last time I spoke to a manager in early October 2020, I was told the refund credit would show up in my bank account within a few business days, and to call if I didn't see it there within 2 weeks. 2 weeks later.....no refund! I phone Standard customer relations on Oct. 30, 2020 and spoke to Justin, the only other helpful employee I've encountered in the 5 months it took to resolve this. He physically walked to the accounting department while I was on hold and had them push the refund through. As of this morning, Halloween, the $164 credit is in my account. I feel like I earned that money back in the 8 phone calls I made and the time I spent trying to resolve this problem of poor service, both in the installation department and in the customer service department. After being a loyal Standard customer for years (not to mention my parents who used them for decades), I will be parting ways with them and purchasing my appliances elsewhere. Thank you to Jackie and Justin for your...