Mark's Appliance — Attraction in Edwardsville

I contacted Mark’s Appliance on June 21, 2024, seeking repair for my ice maker as it was inoperable on my Whirlpool refrigerator. They informed of a Diagnostic fee of $125 and an additional charge for parts/labor. Prior to my appointment my refrigerator was sounding very loud and would clunk. I also noticed the fridge was freezing my groceries. I contacted Mark’s prior to my appointment advising additional issues. I made sure I emphasized my refrigerator was extremely loud. My appt was 6/28/24, the tech arrived and informed me that the refrigerator was working fine and he saw no issues because he couldn’t recreate the sound and the readings were within normal range. The ice maker was replaced. After 24 hours it barely produced any ice. I contacted Mark’s and they informed to give it another day and give them a call if it persisted , I also informed my refrigerator was still very loud and that I was concerned something was going on with it . I contacted Mark’s once again and they sent the same technician July 5, 2024, and upon his review he informed me that another ice maker was needed. I continued to stress of the loud sound of the fridge and it seeming off. I was once again reassured my reading was within range and that the new ice maker should fix my issues. The technician ordered a new ice maker and informed once received he would be the one to install it. Prior to the part being received my refrigerator started to run hot on the fridge side and I noticed items on the top shelf of my freezer melting. I left a message for them informing of the new issues. I received a call back the same day informing the ice maker had arrived and that the earliest they could get me in was Friday. I explained this is a complete hardship and I thought would be considered as an emergency appointment. I informed Mark’s that both the refrigerate and freezer were running hot. They stressed the earliest appointment would be Friday. I stressed that this was a complete hardship for me as my dietary restrictions being a disabled Veteran. At one point while speaking with a representative I was asked if I needed to go with another company for service because they were unable to help me. I wholeheartedly said “No”, I wanted them to fix it but was taken aback that me not having a functional refrigerator when I continuously stressed something was going on with my refrigerator. After pleading with the representative I was given an appointment two days later. This appointment would be the technicians last appointment for his work day. The appointment was July 31, 2024, when the technician arrived he took temps of both my refrigerator and freezer. Refrigerator= 70 degrees and Freezer=40 degrees. The technician then contacted Whirlpool and they informed him a sensor for automatic defrost was inoperable and needed to be replaced. The technician then attempted to contact his management for ordering the part. The technician also informed he was completing a force defrost and that once it was defrosted my unit would perform at a normal rate. The freezer section appeared to have gotten cooler before he left but the fridge was still hot. I was then informed to allow up to 24-hours for it to work at its optimal temperature. Hours went by and the freezer was at a standstill and not getting cooler from when he left and the fridge was hot. I contacted the technician the next morning and was informed to contact Home Depot as they could authorize a replacement. Nothing more, nothing less. At this point I was completely devastated. I couldn’t believe I had just been dismissed in such a manor. I lost a refrigerator/freezer full of food. I do wonder if my concerns were taken seriously could this have been prevented. If by chance a thorough diagnostic was completed at the initial visit. I had to run out and purchase a mini-fridge and big cooler along with multiple bags of ice. I did receive a call from Mark’s Appliance on August 7, 2024, informing me that the part (sensor) was in . This was well beyond a...

I DO NOT RECOMMEND ANYONE TO USE THEIR SERVICES!!! Someone came out April 19 to look at my stove. I was given a call (due to being at work) and told he needed to order the parts to fix it. He informed me that he will be back out Wednesday, April 26 to fix my stove. No one came out. I called today (Thursday) to figure out what was going on. I was told I had to be put on the schedule which the next opening would be Tuesday. I explained my issue with that as I wasn’t understanding why I would need to be put on the schedule if I was already given a date. I was transferred to a different lady who informed me they could get me scheduled for Monday. That was next available opening. Now I’m confused because I was just told Tuesday was the next available opening. Any who, I explained the same issue to her and she was not helpful at all!! I asked about the protocol to make a complaint. She told me she was the person that I will make a complaint with. I explain to her the concern ONCE AGAIN and ask her how would she go about addressing the issue as this was a big inconvenience for me due to not having a working stove. She stated that she would reach out to the technician that came out to my house to figure out the “miscommunication.” As if I just came up with this date on my own. If anything I would have picked a date that would not have had me waiting a week later to only be told I have to wait almost another week until my stove is fixed. They simply couldn’t even apologize for their mess up which inconveniences me but because they are not affected by it it’s not a big deal. If I could give them zero...

I had a dryer die on me. I went to Mark's on Wednesday September 22, 2021, expecting to just narrow down my options for a new washer and dryer and make the selection at home later that night in hopes that I would get the new appliances in early October. I did not expect to leave the store on Wednesday having purchased a washer and dryer. I really did not expect to have them delivered this morning, September 24, 2021. The price of the delivery and installation was less than half of what I expected to pay. It took them less than an hour to remove my old washer and dryer and install my new ones.

If you're concerned that the price you'll pay for any item isn't going to be competitive, you don't have to worry about that either. Their store has electronic price tags on their appliances that are connected to the internet and constantly check competitors prices. While I was looking at one item, the price tag updated and the price changed as I was standing there.

Drew Bradley was extremely helpful to me when it came time to make my decision. After asking me very detailed questions to determine exactly what me needs were, he answered every question I had and I was able to very quickly make my choices I was in the store for less than an hour.

This type of attention to detail and customer service level is why locally owned businesses are what I prefer and Mark's Appliances did not disappoint in the least. I drove almost an hour to get there and do not regret the trip at all.

I cannot recommend them enough. Great prices, even better customer service. You will not be disappointed if you give...