Rosner's Appliance — Attraction in Palm Springs

Nine years ago I went to rosners for a slide in range, dishwasher, French door refrigerator and above the range microwave, rosners printed a copy of the appliances so I’d have the measurements for the installation. I did not purchase them at that time. The next day I’m in Home Depot purchasing things other than appliances. I took a look at their selection of appliances. The “identical” four models Rosners had quoted and said they were giving me a deal on, Home Depot was $450.00 less in cost. The items were not on sale. Rosners was high priced. Now, I was going to purchase a new front load washer and dryer from Best Buy. I thought I’d give Rosners another try. The best they could do, and made it seem like they were doing me a favor, was to come in $105.00 more than Best Buy. Upon delivery there was an issue with the water line connection in the house. I needed to have a plumber come in to fix the problem. Rosners delivery people left the washer and dryer in my home. By 4:30pm that same day the repair was finished. Here’s where it gets degrading. I called the store at 4:30pm and left a message for the salesperson to please call me back. Knowing they close at 6:00 that evening and not receiving a call back I called again. They said they’d let him know. I said I felt it was urgent, thanked him and hung up. My thought was that perhaps someone could come out the next day to do a simple install. At that point the old machines were removed from the area. All that was needed was to hook up two water lines that screw on like a hose and plug in the washer. Then, attach the power cord to the dryer stack it and attach the flexible dryer vent. For an experienced delivery person it would take maybe 15-20 minutes max. Quick, easy and fast. I didn’t receive a phone call that evening or the next morning. The salesperson knew that it was urgent that a washer and dryer was needed ASAP because the old one was totally inoperable. I waited a bit longer than I should have to purchase them. We were running out of clean clothes. The next morning I waited an hour and half from when the store opened. Still no return call. I find that to be rude and ignorant, especially when I told the salesperson the house was going up for sale in three months and she was going to purchase a larger house which the kitchen and laundry room would definitely be re-done. There was a future sale waiting for them. It’s very unprofessional to neglect a customer like that. Statistics show that when a customer is upset, agitated with a place of business they tell 7-10 people. When a customer is satisfied they may only tell 3-4 people. I’d rather be working with the lower positive number. They can’t pay for that positive feedback form of advertising from people; it’s priceless. I called Saturday and asked for a manager. My daughter and I spoke with Darren. He wouldn’t let either of us finish a complete sentence as he continued to interrupt us throughout the call. He wasn’t even listening to what was trying to be said. It was literally his way only. Then he hung up on us. Rude, ignorant, lack of respect for people on his part. Rosner’s employs someone like that. My daughter called him back and his lame excuse was he thought the conversation was over when he knew it wasn’t because she was in mid sentence still speaking. Apparently they have no respect for their customers. I’m sure the Rosners will be told a somewhat different variation of this story, but this is the way things were handled! I pride myself on being honest. Their own people can make or break them. These people wouldn’t be in my employ or they would have zero interaction with customers. I say this because I was in business. Without customers there is no Rosners. Rosners please don’t respond to this review online like you’ve done with some other negative reviews you’ve received. There is obviously a pattern with the way this store operates and the people who manage it. Please don’t say you fixed the situation. You didn’t. There is no way you can right the wrong your manager...

EVERYONE STAY AWAY FROM ROSNERS- no customer service and all excuses and double talk

Rosners - in response to your replies - *Warranty - you completely missed our concerns. We are perfectly capable of reading the warranty. However it wasn’t provided to us to read it until tie time of delivery . Furthermore - Chris said all parts and labor for 7 yrs and never mentioned the 5 yr caveat . He either lied to us, omitted the complete truth , or didn’t know about the 5 yr caveat himself.

We bought our appliances bc of your reputation for good service . Having to wait more than 48 hrs to get a dryer that won’t work properly that we bought 3 months ago is unacceptable . Furthermore, your response that it’s not your problem bc it’s in the hands of the 3 rd party repair company or we can can call another company ourselves is despicable service . Regarding delivery date , regardless of your policy about deliver notice night before , we have the invoice where Chris wrote AM delivery . Again. Horrible service . Next time we will pay less for the appliances and buy at Brandsmart as we have in the past because your service is no better .

On 10/2/24, I discussed the concerns below with manager Kathy . She could not take care of the concerns appropriately so I told her I’d like Jeff Rosner to call me and if he didn’t I’ll address my complaint on Google . She said that is fine . Jeff Rosner: please call me regarding

1. several months ago my husband and I purchased your top of the line Speed Queen washer and dryer from Chris. Chris told us the machines came with a 7 yr warranty that covered all labor and parts . When we paid and signed the contact , we asked for a copy of the warranty and Chris said we’d receive it at the time of delivery . Upon delivery we noticed the warranty said facing was only covered for 5 yrs. Chris never told us this . We spoke to JC about our concern and he couldn’t resolve the issue . We feel Chris misrepresented the warranty to us .
2. During purchase, when Chris told us the delivery date, we said it absolutely had to be in the morning due to our work schedules . Chris said store policy is to let the customer know the delivery window 24 hrs prior but for us he would make an exception. He wrote on the invoice - morning delivery . On the delivery day , we were told it couldn’t be delivered in the morning and consequently it had to be rescheduled for a later date .
3. On 10/1/24, the dryer was not drying a small load of clothes in 1 cycle . I called the store and spoke to JC. He said within 24 hrs I’d receive a call letting me know when a repairman would be out. By 10/2/24, 330 pm I hadn’t received a call . I called the store and JC said the only thing he could do was to ask the service dept call me . I asked to speak to manager Kathy and she could not resolve the problem . Then I received a call from Laura in service who said the third party company who serves Speed Queen was supposed to call me today and would hopefully call me tomorrow . I called the third company myself and spoke to Laura who said I should have gotten the call but didn’t and she’d let me know tomorrow if the service tech can squeeze us in on 10/5:25. All of the above is unacceptable. I recommend others...

It's been a "process", and I've waited to write this review as "the situation" played out. My 7 year old Samsung dryer "quit" on me (electronics) and the board was no longer available (it came with the house when I bought it). I didn't want to buy from the big box stores, so I looked online for a locally owned company... found Rosner's... been around a long time; so I call. I wanted a new Washer-Dryer ASAP. Salesman recommended GE and they were having a Veterans Day SALE. I really didn't care about the brand; I just want a quality washer/dryer. Price was NOT my motivating factor, but if I could get a good product from a US Company brand at a good price, that'd be great! Delivery and set up was FABULOUS! HOWEVER... the GE Machines (especially the Washer) was totally unacceptable to me... (an inferior product, IMO). Noisy! Required operator to "babysit" the wash to re-distribute the load.. on an on, aggravation. I contacted Rosner's and they required I go thru "the process" with GE to try to fix the multiple issues. 2 service calls later and little change (the 2nd Tech told me "this is how they are designed to work".. UUGH! (I told him I felt bad for him that he had to defend this obviously inferior and unacceptable product). After some ongoing dialogue with Rosners, including Mr. Jeff Rosner, they agreed to take back the GE and I purchased LG as replacement. We worked out the cost difference details and delivery / pick up fee... all was reasonable! Delivery was good. The LG machines are fine. Nothing special. They work the way a washer and dryer should. NOT like the GE product! Quieter, does not require constant re-distributing the load in the washer - supplies a reasonable amount of water for a wash (they all use less to get the Energy Star rating)..but this appears to be more that the GE. (They both have a control for more water if desired).

I did have an issue with the LG dryer door, and Rosners could have done a better job communicating, BUT eventually I got a call and it was explained to me about the door issue, and that it was operating properly (vs. my misunderstanding).

At the end of the day, despite having to document, haggle and follow up, etc. Rosner's DID THE RIGHT THING, which was to do whatever was necessary to "keep the customer satisfied". I'm sure they were "stuck" in the middle with the GE Product. So ROSNER's get's a 5 Star review

GE Washer Dryer appliances get a 1-2 star Review - Noisy washer (banging against its own sides); requires ongoing balancing of load (by the operator because is doesn't get it done by itself). Especially when mixing Towels and Sheets (I was told to do them separately due to the weight of the wet towels vs sheets).. it goes on and on. Poorly designed IMO!

IG Washer Dryer (my washer has an agitator which I prefer and recommend, but they in-thing seems to be without) get 4 STARS They are nothing special - they just work the way one would expect them to. NONE of the issues I noted above vs. GE.

Bottom line. Rosner's is a reputable retailer who I will return to if and when I need any other appliances. I highly...