Orville's Home Appliances — Attraction in Town of Webster

I purchased a new stove from Orvilles (Webster, NY) and had it delivered on 12/22/20. The stove was making a very loud grinding sound the first time I turned it on. The installer did not cycle the stove on during the installation visit because he said it was too cold and could crack the glass. I called Orvilles the next day and they said "sorry, there is nothing we can do, you'll have to call the manufacturer." I called the manufacturer, and they said "because it is within 24 hours of install, it is the responsibility of the Orvilles to handle the problem".

The manufacturer put a service request into Orvilles to have them service the stove. I called Orvilles to set up an appointment for the service visit. They said "sorry, we will not help you, but instead recommend another company that can service the stove". Keep in mind, Orvilles does have a service department, but they refused to handle it on their end and instead wanted to involve a 3rd party to service it. They did not want to deal with a warranty claim because they lose money on the call.

I called and set up the service visit with County Wide Appliance (the 3rd party vendor). The first visit was on 1/4/21. The technician diagnosed the problem as a failed convection fan motor that was caused by a bad installation. The part was ordered and not installed until 1/12/21. While we were waiting for the part to arrive, the stove intermittently shutoff during the bake cycle. We thought maybe it was an anomaly so we ignored it. Since the installation of the new confection fan motor, the stove has shut off during the bake cycle 5-7 times. Power was not lost or intermittent at this time. I called Orville's and they said "it's not our problem, it's either County Wide's problem or the manufacturer". They would not assist in any way shape or form.

I then called County Wide appliance and they said they could order a control board as it is most likely the problem. However, there is concern that because of the failed control board, it could have damaged other components causing wear on their life cycle or cause future safety concerns. With that said, we purchased a new stove and feel that the stove should be replaced in entirety. We feel it is a lemon because 2 parts have failed and who knows how much damage this has caused to other parts. We fear this is an unsafe appliance. Also, it's possible the installer (Orvilles) may have damaged the stove during transit/installation which is why the convection fan motor and control board have failed. In which case, it's not the manufacturers fault, but Orvilles.

The installer should be held accountable for this damaged, unsafe oven. We paid for a new stove and feel as though we should receive a new one (not a broken one with lower quality after market parts.). I've left two voicemails with the service manager and they have still not called me back. It has been almost 2 months since we have purchased a new stove and still have...

We specifically chose Orville's to support a local business (Webster, NY) for an appliance. This decision resulted in a profound failure of service, policy, and management accountability.

Installation Execution: Unprofessional and Careless

While the delivery was prompt, the installer exhibited a hostile and unprofessional demeanor, ignoring attempts at friendly conversation. The quality of the installation was substandard:

No Floor Protection: The installer refused floor runners, tracking dirt through the home—a complete disregard for our property.

Rough Handling: The new appliance was moved with excessive force and left covered in smudges and fingerprints with no attempt to clean it.

Debris Abandoned: Large packaging was abandoned outside. Although we only paid for the old stove removal, removing the new appliance's debris is the standard expectation and practice of other local competitors.

Management & Policy Failure

We contacted both the store and installation managers, whose response was to defend their inadequate policies and deflect accountability:

Non-Transparent Debris Policy: The policy making debris removal the customer's responsibility was only a tiny note attached, unmentioned fine print—a clear failure of sales transparency and contrary to industry standards. We are now forced to arrange for disposal ourselves.

Contradictory Safety Claims: Both managers claimed that using protective floor runners is a "safety hazard," which directly contradicts the safe, standard practices utilized by every other appliance company we have used.

Defense of Rudeness: The Installation Manager claimed technicians are "trained to ONLY install and NOT have a conversation with customers."

Dismissal of Concerns: When my wife addressed the expectation of cordiality and product care, the manager's only response was the dismissive phrase: "I am sorry you feel that way."

No Accountability: Concerns about the rough handling of our new, high-end appliance were deflected, stating any issues would be covered solely by the manufacturer's 1-year warranty.

Conclusion

Orville's failed on every count: professional installation, clear policy communication, and management accountability. When purchasing a premium product, the expectation is premium service. We have lost all future confidence and will take our business to competitors who maintain basic standards of customer care and professionalism.

NOTE - if 0 zero stars was an option, that would had been selected for...

We bought an electric range from Orville's 8/5/14, Samsung brand, they delivered it 8/6/14. When I went to use the oven 8/9/14 for the FIRST time it over heated and gave me an error. The whole oven/stove was REALLY hot and took forever to cool down. I looked in the users manual to see what the error code meant and did what it said to try to correct the problem, it did not work, same thing happened. Called Orville's and they were no help. They said I needed to call Samsung because it was their problem to deal with. I was like, "I just freakin bought this from you a couple days ago, gave you MY money, and the stove almost burned my kitchen down and it's not your problem!!!" They sold me a broken stove/oven and refused to take it back or exchange it. I have to try to get Samsung to come out here to service it and that's a pain in the butt. It's now 6 days later and we still haven't been able to get anyone out here to check it because everyone tells us to call this number, and that number and just pushes the problem on someone else. So basically I paid Orville's a lot of money for a faulty electric range that they would NOT take back or replace because that isn't their policy but they don't tell you this at the time of the purchase, it's printed on your receipt after you already bought it. I WAS told I had a 1 year warranty but they neglected to tell me it WASN'T through them. I will NEVER buy anything from them, or Samsung, again and neither will my friends, family, or co-workers. I found out after I bought the stove that my co-workers cousin worked there when it used to be Netzmans and ended up leaving because he said the customer service there was TERRIBLE! Wish I knew that before I went there, now i'm...