Rogers Appliances — Attraction in Raritan Township

Perhaps it's an anomaly, but my experience here was very poor. I will say off the bat that their prices on washers and dryers are easily 20-30% above big box prices. I don't mind paying somewhat of a premium to "stay local" but you'd better dazzle me with customer service in that case.

Sadly, Roger's falls flat in that regard, leaving me to wonder where the value is (and to spend my money across the street).

We were not greeted on entry and had to wander around the showroom for at least 5 minutes before someone acknowledged our presence. One guy in the appliance area was engaged with customers, and several people sitting behind a counter were busily typing and clicking away without paying any mind to us. Finally someone asked if we needed help but we made the mistake of talking to a "furniture guy" who informed me he can't help me but to come back if we wanted to talk about furniture. Don't bother yourself to find me someone to help, buddy, go back to playing Freecell.

When we finally got the attention of one of the computer users, I provided the model numbers of a Samsung washer and dryer we wanted to buy. He informed us off the bat that they really don't like to sell Samsungs because "no one in the area services them and parts are impossible to find". This is a saleperson. They advertise and sell Samsung products at this store. Why sell Samsung if you don't want to sell Samsung? Then he told us one of them isn't in stock and he had no idea when they might get another one. He then sat there and stared at me while I fumbled around with Roger's nearly unusable mobile web site trying to find another dryer. We kept asking leading questions like, "Are there other dryers that match this washer?", "Are there any similar dryers in stock?" and so on, but he was completely uninterested in actually helping us find a dryer. He wouldn't provide a list of dryers that are actually in stock, just told me that I could recite a model number and he'd check it. We finally gave up and went looking on the showroom floor for other ideas, at which time we also heard him and the other computer users talking about us behind the counter.

We finally located another set that was of interest and he determined they are in stock. That was when he announced that although they offer free "delivery", they charge for installation. In an attempt to defray the immense price markup on their inventory, I asked if he would waive the installation fee. He wouldn't consider it and didn't want to discuss anything that might inspire us to make a purchase. Yes, it's normal to negotiate a bit over prices and fees on major purchases, especially when I can drive literally across the street and save myself $500 or more.

Well, that's exactly what we did. I don't know what this guy's problem is or where the attitude comes from, but this is the way you lose a customer and get poor...

I ordered my stove, hood, fridge freezer and dishwasher from them. It was a great experience until it came to delivery. They managed to scratch and dent my newly installed floor in the kitchen. Which I had repaired and then had to wait over 3 months to get a check from them to reimburse me. After repeated calls and emails. The delivery team dented the fridge door, which they said would be ordered asap. Six months later I am still waiting on it and I constantly calling/emailing with the hope of an update. I am truly disappointed and wouldn't recommend them to any of my friends. I think a big box store would have done better as customer service is awful.

This is my update since posting my original review:

The person that I was dealing with apparently was let go. Tara and Victor reached out to me. The were truly amazing, apologized for the way I had been treated and in under a week, my fridge door was fitted. This was real customer service as they went out of their way to resolve my problem and checked after the door was delivered and fitted that everything was to my satisfaction. Fantastic turn around I shall definitely use Rodgers Appliance again. Huge shout...

I went to Roger's Appliances after a box store and was actually surprised to get what I needed at a comparable price. But better than the price, was the service I received. My salesman, Victor, took great care of me, helping me find exactly what I wanted and needed for two hours the first time. There was no pressure to buy something other than what I wanted. I bought three large kitchen appliances and am very satisfied. My installer mistakenly broke part of my countertop front and Roger's, within just a couple of hours after the installer reported it to them, had a counter repairman reach out to me to get it fixed, which was completed the following week. When my fridge was installed, there was a very small issue, and instead of brushing me off, they called in a GE guy to come to the house to check it out. I am exceptionally pleased with the customer service I received from Roger's. 100% the reason to go to the "little guy" instead of the box store. You should go to them for your appliances. They're the...