George Washington Toma TV and Appliance — Attraction in Weymouth

Our family have been loyal customer to Toma for multiple generations going back to the original location on the corner of Broad & Shawmut Streets in E. Weymouth. Sadly, I question if what used to be a "best-in-class" business has lowered their quality standards and expectations. We recently ordered new appliances for a kitchen remodel. From a positive standpoint: 1)The quotation and ordering process was efficient and costs were some of the best offered when compared to other brick and mortar as well as online stores. 2)Communication with the sales team was timely and responsive.

On the negative side:

1. Prior to delivery, when inquiring about the status of the appliances, we were lied to and told that our dishwasher had been damaged in the warehouse and that the salesperson had upgraded it due to the inconvenience. In reality, the wrong dishwasher had been ordered and the "upgrade" was what we had originally ordered and had an invoice for. If I had not been diligent about this, the wrong dishwasher probably would have been installed and I may have never known.
2. The price of the refrigerator had decreased significantly since when we ordered it. Although the price was adjusted, it wasn't until we alerted the sale team and inquired about an adjustment. Again, I had to spend a lot of time/effort staying on top of this after being told any price reductions would automatically happen. 3)The delivery of our appliance, which had been confirmed multiple times over several prior days and weeks with our sales team member, was a disaster and did not occur when it should have. After waiting 4 hours and taking 1/2 day off of work, I called to learn that a different delivery date had been scheduled by the sales team. This caused delays with the kitchen installation as well as a refrigerator/freezer of lost food. The deliver was expedited but only after speaking to a manager and calling the warehouse. When delivery finally did occur, the range was damaged/dented and the delivery team seemed insulted when we refused to accept it as is. A new range was delivered soon after but only after being persistent with sales.

All of these issues may seem minor and were ultimately resolved but not without having to spend a lot of time and energy doing the job of someone who is being paid to insure things like this don't happen. I have been a loyal customer of Toma because I could always count on them to manage the complete process from quotation to delivery/installation to service so I didn't have to. I love that "There's Always a Toma to Talk To" but next time I'll have to really think about if it's worth calling them. I hope positive improvements can be made to get back to the level of Quality/Customer Service that once was the norm for...

Purchased an oven and was informed it was on back order. It had an expected arrival date. Was informed that it would be scheduled for delivery when it arrives and that I would be contacted with the delivery information. Two days after the expected arrival I called Salesperson to see if it had arrived or info, what the new expected arrival date would be. I needed to know so I could line up my plumber to convert to propane. I received a call back the following day that confirmed that the oven had arrived as scheduled and that I may pick it up at my convenience. I asked, why would I pick it up when I paid for delivery and haul away of my old oven, ( 24 year old oven purchased at Toma), and why was it not all ready scheduled for delivery. Silence and waiting than a response came that the earliest it could be delivered would be two weeks away as the last few days were a rush on deliveries. I did not argue that I was in the system all ready and should have been delivered too earlier. I waited patiently any never heard back for an expected time of delivery, so I could schedule my plumber as discussed. The day before the expected delivery, I called the delivery office and was able to secure my window. I was told a text message or call from the delivery driver would alert me to be home. I never received a call or text. The delivery was within the window but I had to convert the oven myself. If I was not a general contractor and able to accomplish the conversion, I would not have had an oven to use for a few days. The process was a little disheartening to me as I always have had a great experience with Tom and have always recommended them to my clients. I hope the response to any issues, if there are any, with the oven is better than the customer service that I received on...

Some good, some not…. The showroom experience was fine, we even were gifted a cherry pie! That was nice and certainly made me feel better about supporting a local business instead of a big box store. The purchase experience was ok. I had to go back and forth a couple times for the accurate purchase. (I had declined extended warranty but was charged for it.) A small error but easily fixed once I caught it. Delivery went smooth and the men installing the fridge and oven seemed to be very careful. Now here’s the part I don’t like— the fridge has weird wavy sides. The black sides are up against white panels on both sides so it’s pretty noticeable. I was sent a link to review here but stated I wanted to visit a showroom first. Five days later, a woman contacted me about sending someone to see it. I couldn’t call her right back as we were away on vacation and then a number of personal issues before I could return her call. When I did, I was told their service window is M-F 8-4pm with Saturday being exclusively reserved for emergencies. Since I can’t take a day off from work for a 4 hour window for service, I was told to call GE instead. After a half hour on the line with them, they tell me there are multiple large fees (for travel, labor & repair) and that Toma should have notified me there is a 7 day limit on things like this. Well, Toma didn’t tell me, they just brushed me off as it’s not their problem so I just have a weird wonky refrigerator and no plans to purchase from them in the future. Glad I didn’t spend extra on an extended warranty if...