Marc's Appliance Warehouse — Attraction in West Hartford

I had a very disappointing experience with Marc's appliance. My ice machine had stopped working and after reading the glowing reviews, I decided to call on them to try and help me. On visit 1, the technician said that we had ice build up as a result of the door not being closed properly. He cleaned it out and said the door was making a good seal and it should be fine as long as we make sure it's closed, but if not, the door just needed a new seal. I paid the fee for the service call and was diligent about checking the door. Within 24 hours the ice build up/issue had returned. I called back explaining that I was pretty confident that we had been closing the door and it was sealed, but the person I spoke with said the technician was quite sure that was the issue. They were going to order the seal and schedule the repair when it was in. -Visit 2 happens and the seal is supposed to be installed. The same technician is here to do the work and upon looking at the ice build up this time, says...it's not the seal. He says that the problem is that we actually need a new ice maker. There is no charge for this visit, but he says he will call when the ice maker is in. -Now we are on visit 3, where the same technician arrives and the new ice maker is installed. I pay for the ice maker and service. The technician says that it should start making ice within the next few hours. 24 plus hours later...no ice. I call back saying that the new ice maker isn't working and have to schedule yet another service call. -Visit 4-a different technician (possibly a manager or someone higher up?) comes to look at the ice machine to troubleshoot. Says that the problem was misdiagnosed and the actual problem is a faulty valve. They will have to order the valve and will call when it is in, but there will be no charge for this. -We are now at visit 5 and it still remains to be seen if my ice machine will actually be fixed. The service was scheduled btwn 9-12 today and the window passes with no call or technician. I called the office and they had me in from 12-3...I know that this was not scheduled by me b/c I had a prior commitment during this time. I am very disappointed that the problem was not accurately diagnosed promptly and while I've been very patient throughout the entire process, the amount of time I've spent sitting at home in attempts to repair this is now at 15 plus hours and It's very frustrating. With so many good reviews, I was shocked that the ball was dropped so many times on what I assume could've been an easy fix the first time around. I will say that everyone I have dealt with on the phone has been apologetic and understanding, but it still has been a less than stellar experience with this...

Really wanted to like these guys - they are in West Hartford, where I used to live, and have now expanded to Ellington, where I grew up. I was interested in buying local so I figured I'd give them a shot.

Sadly, my experience was not great - their attention to detail, customer service, and phone trees need a lot of work.

I purchased a new A/C unit at a big box store in a pinch. This store didn't sell any of the accessories, but in searching for them online, I came up with Marc's website which listed several things in stock. I emailed about the part twice, but never heard back (Strike 1). I then tried stopping by the Ellington store, but the employees there seemed bewildered that I wanted parts and told me that store couldn't help, only the main location in West Hartford, and that I should call there (Strike 2). I call the West Hartford store, get the parts line, which is supposedly not affiliated with Marc's but instead a third party (phone tree needs serious help), and the employees there tell me they can't get Friedrich parts. I tell them that they are listed on the website in-stock, but they say they can't help as they are not Marc's. They tell me to call service, which I do. I leave a voicemail explaining this and that call is also not returned. Finally, two days later, I try sales, where an employee is kind enough to actually dig into this for me, before telling me that the website is wrong, they don't actually have and can't actually even order this part at all! What a colossal waste of time and effort - please get your act together on your website, attention to detail, and customer service. 2 stars instead of 1 because I eventually did actually speak to an employee who could look into things for me, even though the answer was that their...

I spent over 1k on an appliance here. I wanted to go with a local place instead of the big box stores. The experience was not at all what I was expecting after reading all the positive reviews. I ordered online the in stock appliance I wanted and waited for them to contact me by the next day to arrange delivery. They never called so I called them. I was put on hold long enough to be sent to voicemail. I called back and this time I got the delivery arranged. 2.i then received a call shortly after, telling me that the appliance I ordered wasn't in stock and did I want a different model. I asked for the one available in another color. I was informed that it would cost me more. Ok, whatever. On delivery day, I get a call before noon about delivery arrival even though I chose a noon to 3 window. Guys arrive. They barely say 10 words to me through the delivery. I asked them to put some vibration pads (made specifically for LG washers and dryers) under the washer but they wouldn't and said it didn't need them. I then did it myself later. THE DRAIN HOSE IS TOO SHORT to reach the drain pipe (only about 5 ft from hose outlet. The INSTALLATION guys had no extension on hand and I'm left with a washer I can't use until I go out and find the parts that work for it. Email to Marc's regarding their advice on solution and parts didn't receive a reply. I think this is completely unacceptable. Installation techs ought to have accessory parts on hand for the very common issues like this. The impression I got from them was that they really didn't care about anything other than getting out of my house. (and this was a delivery with no stairs, no...