Baron's Major Brands Appliances - Salem — Attraction in Salem

I ended up working with Mike Loiselle at Barons Major Brands in Salem NH after spending weeks online shopping for a BBQ, Griddle, and other appliances for an outdoor kitchen that I am building. Over those weeks of shopping, I went to every website on the old interwebs that is known to sell outdoor kitchen appliances. After tons of research, I made a decision to purchase Hestan products. I had picked a site to buy them from and my cart ready to check out when I decided that I wanted to give a local business the opportunity to earn my business. I run a business myself and every day I see the problems that can come with making major purchases online instead of dealing directly with a living, breathing human being. I have always preferred to have a single point of contact instead of a call center to deal with throughout the purchase process and, most importantly, for the long-term ownership of any expensive product that I buy. Just before I clicked the "buy now" button at this online store, I googled local Hestan dealers and that brought me to Mike. From the moment he answered the phone he was knowledgeable, energetic, and eager to help. I went through the list of items that I wanted, and he did the most important thing anyone in customer service can do, and something that I preach to all of my employees. He set proper expectations!! He was very clear about when he would be able to deliver, explained exactly how the process would go moving forward and then he delivered on all of it. The most important thing that I am looking for when I am making a major purchase is clear communication and a detailed explanation of what I can expect. Every time Mike told me he would call or email with information he did. Even if he didn’t have the answer at the time, he still made sure to reach out as promised so that I was always informed. Now that my appliances have been delivered, and in the exact timeframe that Mike promised, I couldn’t be happier. Based on how the purchase went I know that if anything happens in the future all I have to do is call Mike and he will get it taken care of for me. He even got his manager to offer an extended warranty on my BBQ that is normally only for indoor appliances. These products are amazing, and I look forward to sending everyone I know that needs a new kitchen, BBQ or any other home appliance, Mikes way. It takes a lot for me to refer my friends and family to businesses because I have been let down so many times in the past. With that said, I know that will never happen with Mike at Barons. I know that anyone I send over there will be treated with the respect, professionalism, and the attention to detail that I was met with. Thanks again NightHawk, when I get done building my dream outdoor kitchen, you’re invited to the pool party!!!

Derek Pound New Lifelong...

We bought appliances from Baron's in Salem, NH about 3 years ago but every time I see one of their ads or drive by one of their locations I still have to release a sigh of exasperation. Bottom line is I would not trust them or ever shop there again. During a kitchen remodel we ordered and paid for about $10,000 worth appliances, but by the time they were installed we had all kinds of problems not the least of which was terrible communication and zero follow up from Baron's. First, the ice maker in the refrigerator never worked, and still does not. It simply freezes into a block of ice. When Baron's did eventually return our numerous calls about this, they claimed explained that the warranty had expired. Although we had only had the fridge for a few months they told us that the warranty was from the time of purchase, not installment, and that was a long window of time not from Baron's but the contractor (another story many have experienced). In other words, because it was about 9 months from the time of purchase to the time of installment, we lost 9 months of warranty eligibility. Nevertheless, Baron's offered to have someone come out and take a look and try and diagnose the problem, for a cost, without even fixing the problem. Second, the microwave was a higher-end Jenn Air that doubles as a convection oven, but we never received the oven rack. We are reminded of this each time we use it of course. The microwave also has some weird electronic defect in which it randomly makes beeping noises throughout the day, sometimes in the middle of the night. This has been an issue since it was installed. Third, we also bought a Jenn Air stove top, also higher end, but it rarely works properly. Imagine you put a pot of water on the stove to boil, turn on all the settings properly, and after 3 minutes or so the burner turns off by itself. So you have to keep glancing at the stove top, and if it turns itself off, you have to turn it back on. We believe it might be a safety feature gone wrong. Essentially it means we cannot boil or simmer anything without standing next to the stove top to make sure it does not turn off. Again this is more to do with Jenn Air than Baron's, but we have always felt that the customer service at Baron's is non-existent, that they should stand by the brands they sell and at the very least follow up with customers to make sure the appliances are working properly. In our case, once we had paid they demonstrated they could care less. I definitely would never recommend them and as we are already thinking about replacing these appliances, we certainly will not...

Baron’s came highly recommended by several people, so against my instinct I skipped Home Depot and paid premium prices at Baron’s for a dishwasher, microwave, and gas dryer. I bought the items during tax free weekend (August 13) and when I paid, delivery for one of the appliances was scheduled for 9/1 and the other two for 9/2. Fine, no problem… I could wait (even though my dishwasher and microwave were dead). Then I get a call on August 16 asking if I mind switching to have all the appliances delivered and installed on 9/2. I’m pretty easy going so I agreed—what’s one more day, right? Wrong. I then get a call on August 22 telling me there has been a change in delivery and it was going to be pushed out to 9/15!!! That is OVER ONE MONTH since I bought the appliances. I told the sales person this was unacceptable and was told if I could find someone else to install the appliances then they could deliver them whenever. Ummm no. That’s one of the reasons I purchased through here—the installation. Anyway, they told me that they could still install the dishwasher on 9/2, but the other two appliances had to wait until 9/15. I asked them to make it right (perhaps give me a percentage of what I paid back as a discount). They wouldn’t. Well guess what? My fridge died last weekend and I went straight to Home Depot. That fridge will be here TWO WEEKS BEFORE the other two appliances from Baron’s get here. My dishwasher was just installed and the plumber was great. But I would highly advise against doing business with Baron’s unless you can wait over a month for delivery and install. I still am not holding my breath that my microwave and dryer will be here on 9/15 either. The least this place could do was make it right instead of taking my $3000+ and not deliver on what they promised when I paid them. Had they done that I probably would have given them a chance with a new fridge....