Royal Green Appliance — Attraction in City of White Plains

Using Royal Green, if your appliance installation is without issues, is fine. If there are any issues, however, no matter how small, expect to have to chase down someone to resolve them and to be treated to abusive conduct on the part of their employees. In fact, negative reviews tend to be responded to with long-winded, aggressive responses from the "business manager." My YELP review received a faster response than said "business manager's" response to my being abused by their salesperson. 1. Our high-end fridge was delivered missing a piece (the kickplate). No anger was expressed on our part and we trusted that we would have the part installed within a week as promised. 2. After a week, we called to discover that our salesperson, Frank, knew nothing about the missing part and had rather odd suggestions to remedy the issue until he finally claimed to be ordering the part. He also passed blame for the lack of follow up. His suggestion was that we install the part ourselves, highly inappropriate for a purchase of this kind and considering that SubZero is very clear on the machines' only being serviced by authorized repair people. It also took Frank three tries in the same conversation to understand that the part needed to ordered. 3. After a week, no part had arrived and it took an irritated phone call to get the part ordered, which Alan, who was professional and reasonable, handled efficiently. 4. Rather than sending the installers back as we had been informed would be the procedure by both the original installer and Frank, and which another salesperson confirmed was protocol, we received a message that a certified repair company would be doing the installation. This was not a problem per se, but after being told that the procedure was otherwise, some communication regarding the change would have been warranted. 5. When I finally spoke to Frank again to find out why there had been such poor communication, he was abusive and insulting. He actually had the temerity to state that I hadn't bought the fridge but my father had. Beyond the fact that a random salesperson has no idea what arrangements a family makes between its members regarding finances and that Frank clearly thought he could get in a zinger because the credit card used for the purchase was in my father's name, commenting in such a manner is beyond inappropriate and unprofessional. Frank proceeded to scream at me rather than simply allow me to express my concerns, and insulted me as a "Karen," rather ironic as I had allowed weeks to pass without a part of my expensive fridge and as Frank is a rather unkempt caucasian man. Frank further expressed that I was "driving everyone crazy." Evidently following up after a week and then a second week to find out where a missing part of an expensive fridge is would be qualified by Royal Green as "driving them crazy." 6. The "business manager" minimized attempts to complain about the abusive conduct, tried to suggest that being concerned about an incomplete fridge was inappropriate in the current climate (were that the case, perhaps she should start giving away the appliances for free), promised that the owner would call right back rather than dealing with the issue herself (he did not call back), and then had a tantrum on the phone when the number she had given IN HER EMAIL as her direct number was used to respond to her text via text and to call back when the owner failed to call back immediately as promised. One could add in Frank's odd pushiness about our switching from the tubular handles that he himself had recommended to the pro handles while dismissing our query as to why and the "business manager" subjecting me to a rant about her personal issues about working from home and taking care of her kids, but that at this point is simply more evidence of something truly amiss at this company. I'm ignoring the abusive commentary the "business manager" hurled at my YELP review and will no doubt post here, as she is completely unaware of how to conduct herself in a professional manner....

Unless you know for a fact that after you purchased a product from Royal Green Appliances you won’t have any issues with it (which, of course, you can’t…) – I would recommend you to stay away from this company and purchase your product elsewhere. Don’t be fooled by the seamless and efficient purchasing process (and it is – hence why 2 stars and not 1), and by the knowledge and expertise of the team members. Because if my experience is the norm at Royal Green Appliances, then they will do little-to-none to rectify any problems after the purchase is complete.

We needed to replace our Sub-Zero Fridge with a new model. We presented Royal Green with the model number, information about the fridge, photos of the fridge and the wood panels covering it, etc., and then placed the order with them. When the fridge was installed, it turned out that the handles (to open and close the fridge) that were ordered were the wrong ones and new handles needed to be ordered. The new handles were to arrive a week later, and, as such, for a whole week we needed to literally ‘struggle’ with the fridge every time we needed to open it; either bend all the way down and pull the door from the very bottom, or stand on a stepping stool to pull the door open from the top (my wife and I are short, what can I tell you!). This is more than a small nuisance; the weekend in between the installation and the arrival of the new handles we were planned to host a party at our house and needed constant and frequent use of the fridge, so you can imagine that struggling with the fridge 100 times a day is not ideal…

I called Royal Green and described the issue. The sales rep referred me to Jeff, one of the managers. I spoke to Jeff and explained the issue to him as well. I said that this fridge was a major investment for us (it cost about $14K…) and that, for that amount of money I would have expected more due-diligence on the handle types, etc. At first, Jeff tried to completely disown the problem, staying that it’s not their fault that the wrong handles were ordered (is it mine??), despite us providing his team all the info that I stated above, at the time of the purchase. He went on to dismiss the whole thing as being a problem because, according to Jeff, I have a working fridge and that’s what matters. He said he was sorry that we are in this situation. I asked if there’s anything more that could be done above and beyond being sorry, to which he abruptly replied: “not going to...

My husband and I purchased a counter depth refrigerator from Royal Green for an apartment we recently bought. We worked with Matthew and he made the process easy . Despite careful measurements, when it was delivered and put into place, it stuck out several inches further than the old one. The delivery men said it was pushed back as far as it could go. The kitchen is small and it looked bad. When putting the food into the new fridge, we noticed a line of thin black marks on one of the inside walls. No cleaners could remove the marks. I contacted Matthew and included a picture. He arranged for their technician, Nelson to come the following week. When Nelson arrived we chatted a bit. We mentioned the issue with the refrigerator sticking out, which he could see. It was out so far that he thought it was a full size unit! Instead of opening the fridge to see the marks he came to clean he moved it out and immediately identified the problem. In addition to cabinets on either side of the refrigerator there is also one over it. However that one is not an actual cabinet . Behind the doors there is a pair of metal shelf tracks mounted to the wall with heavy brackets and adjustable shelves. Apparently the new refrigerator is taller than the old one and it was hitting the bottom brackets which prevented it from sliding all the way back to meet the wall. Nelson removed the brackets and shelf and pushed the refrigerator back in. Just like that — it fit perfectly! Nelson cared enough, and took the time to figure out what was going on and we want to make sure that Royal Green is aware of the level of care Nelson provided . Unfortunately the marks inside turned out to be very shallow scratches. Nelson told us that we could use appliance paint to touch up and cover them. I contacted GE customer care and was told that we had 7 days to return it for cosmetic reasons, but that seemed like a major inconvenience ; so we decided to focus on the positive. The “ positive” turned out to be a technician...