Grand Appliance and TV — Attraction in Marion

Updated Review – 3.20.25 What started as a 1-star review is now a 4-star review. I’m grateful that our dryer issue has been satisfactorily resolved, and I appreciate that the team at Grand Appliance took the time to read my review, follow up, and help move things toward a resolution.

I do wish the path to resolution had been smoother, much of the delay stemmed from challenges with the third-party warranty company, Centricity. I was glad to learn that Grand Appliance has since partnered with a different warranty provider — a positive change, especially given my experience.

I appreciate that Grand ultimately stepped in to assist us and help bring the issue to a resolution.

3.17.25 This review is not related to the service I received in the store. My experience there was positive. Unfortunately, I purchased a 5-year extended warranty on my washer and dryer through Grand Appliance, and I regret it. I filed a claim almost two weeks ago and have made multiple follow-up calls to both the warranty provider (Centricity) and Grand Appliance.

I have been told three times that a service company accepted my claim. I learned through my follow-up phone calls with Centricity that the first company didn’t service appliances from Grand and they dropped my claim, but Centricity failed to attempt to contact another provider. The second repair provider, which Centricity named to me and claimed had accepted the claim, told me directly that they don’t even have a service department when I called them. Another call to Grand Customer service resulted in a call from a third company (the first who actually called me). I spoke to that that technician Friday afternoon said he'd have his field service tech call me today (Monday). I did not receive that promised call and my call to him and my text and phone call were not returned.

I sit here going on 2 weeks with no resolution in sight.

Bottom line: If extended warranties are of interest to you, I would not recommend spending money on an extended warranty through Grand Appliance. The risk and hassle simply aren’t worth it in my opinion. Going forward, I’ll be purchasing appliances from retailers who service what they sell and stand behind their products.

3.19.25: Thank you for the reply. I appreciate the time you took to read and respond to my review. I look forward to receiving a call from the salesperson at Grand to replace our current unit. We cleaned out the filter and replaced the coil over the weekend, so that appears not to be the issue. I will update the review once we have a...

Don't shop here. Its NOT LOCAL, they have something like 29 locations spread across 5 states, takes near an act of congress to get a human on the phone when they botch up your order and their sales people are arrogant, rude and incompetent.

This was our second and last attempt to buy here.  First visit - the sales person (that pounced on us with the vigor of a 70's used car salesman) couldn't tell us the difference between the 3 washing machines we were contemplating and actually told us to read the cards?! So we went elsewhere. We thought they were worth another shot off of friends recommendations so attempted to purchase a dishwasher. We didn't bother going into the store (as the last visit was a complete waste of time) so we mistakenly thought that shopping off of their website was shopping the actual store) It's NOT.. They have 29 locations in a 5 state region.  After multiple emails an online sales person finally replied.  His name was Ken Lafayette. I provided Ken with the exact model number I was looking for and that I needed delivery, installation and haul away of the old. Ken (Having to email him multiple times - again) stated it was "in stock" and would be delivered friday. Then after trying to confirm delivery dates with more ignored emails, he finally replied that the machine was coming from the factory and would be another 10 days before delivery.

He finally provided me with a link to pay. In keeping with the subpar service Ken provided, the link didn't work and after multiple attempts and finally another link we paid.

Fast forward 10 days and the machine finally shows up and they know nothing about set up and haul away.  They were just there to drop off.  My invoice had the delivery and hardware kit and such on it, but they know nothing about it.  Only other option was to haul it away, so I told them to take it!  I'm done with this horrible example of a business!

Then the final straw!  I received an email from the completely incompetent Ken Lafeyette stating that the whole issue was my fault?!  He claims he misread my emails because I messaged him "wrong" and too much so it was too confusing?!?  Here's an idea Ken, reply to customers that are literally asking you to take their money - so they don't have to message you 5 times just to get you to reply!?  Un-friggin believable!!!

This company needs to pay "Aimee" (the Ecomm manager) much more than she's making because the way these guys do business is unsat and I feel like her job is significantly more difficult than it...

I do not normally leave reviews but my experience with this company was so bad I would leave negative stars if it was possible. My dishwasher crapped out on Thanksgiving. I shopped online Thanksgiving weekend looking for the best deal - there are always a lot of good deals around that time. I found an awesome deal on the Grand Appliance website.. such a good deal that I didn't think it was possible so I reached out on chat to make sure the unit was in stock and available for my area. I was assured it was and to go ahead and purchase. I did and was contacted with an install date and was told they would contact me the night before with a time estimate. When I didn't hear from them the night before I gave them the benefit of the doubt, decided I would contact them the next day. I reached out online, called the local store. I was told by both they would get back to me and didn't. I reached out to the person that gave me the install date - Jason - and he told me the unit I purchased was oversold. I would need to find a different one, pay the difference and schedule a new time for install which would be at least another week. I asked about a different one I saw online, no response. I reached out to customer service and asked for a refund. All of a sudden they have one in stock in Madison. I was told they would try to get it to me in a few days. Then didn't hear anymore. I reached out to Jason again. He said that unit was for someone else. Once again I was not told this until I contacted them. Needless to say I am getting a refund (hopefully) and taking my business elsewhere. I cannot believe the mess up, lack of communication and no attempt to make it right. ☹️

** You were not able to fulfill my order so I did not cancel it. You didn't show up, didn't even let me know that you didn't have the item I paid for. Of course I am going to ask to get my money back for something I paid for and didn't receive. The thing is, if someone would have just communicated this with me I would have found another item. I shouldn't have even had to ask what was going on let alone ask for...