Kleckner & Sons — Attraction in Whitehall

Do not use this store if you are hoping for good customer service after you buy an appliance. We had a great experience in store. We have kids and pets and needed a dryer, and the employee sold us a speed queen, telling us it would be perfect for our family. Fast forward two years, it catches on fire. The Kleckner’s tech came out to look at it, and told us there was a design flaw that required extra cleaning of the bottom that no one told us about. He orders parts to fix it. Two weeks later, we have to call the store to ask what is going on. We are told we are waiting on one more part. Week three, we call again, are told the “parts” guy is gone but will check when he comes back the next day. We receive no call back.

At 4 weeks later, I call and the employee tells me they do not check on parts unless we call and ask. All she can do is ask the parts guy to call. When I told her I was upset with the product that was sold to me and how I was being treated, she told me that speed queen dryers are great but sometimes there are lemons. According to this employee, they sold me a bad dryer, and they are just installing new parts into it. When I told her it felt like they didn’t care about their customers after the sale, she then informed me I was free to shop elsewhere for my appliances. I asked for a manager to call me, and no one does.

The only reason I am giving this two stars is because the tech came out with the new parts, saw the original tech forgot a part, and upon seeing how upset I was at being 5 weeks without a dryer, located the sort, drove through traffic to get it, and then came back to install it that day.

Follow this employees advice. Use a different appliance store or go through one the of the big brand stores. My husband and I learned we should just buy through the distributor next time.

Follow up: Kleckners provided a response below that still didn’t address their horrible customer service. My problem was never with the parts being delayed. That happens. It was how their employee treated me over the phone. If they had apologized and said they understood what I was saying as a customer and that they were trying their best, I would have valued that. Instead, they continue to provide horrible customer service and blame the customer. Ironically, as I read their review, another one star review came in on their horrible customer service. Do yourself a favor and skip this place. I am changing my two star review to one based on their response below. Treat your customers...

Purchased a refrigerator with ice maker and left-hinged doors on April 7 during Customer Appreciation Sale. Delivery was scheduled for April 25. Called on April 24 to ask about delivery time. Was told that they couldn’t tell me. Told I would have to wait until they called me the next day to give me an estimated delivery window. I never got a call. The refrigerator was finally delivered about 3:00. Even before they took the refrigerator off the truck, I saw that the door was dented. I immediately called Kleckner. I was told it would take 6-8 weeks to get a new door. The delivery team installed the new refrigerator, however, it was not left-hinged as ordered, and so they had to disassemble the doors which they carried into my living room (across carpet, NO shoe protection on the carpet!). Turns out the refrigerator door also had numerous scuff marks and dark brown glue marks inside the refrigerator. It seemed like a "scratch and dent" refrigerator was being delivered trying to pass it off as new. Delivery of the new door wasscheduled for May 13. They couldn’t give me an estimated delivery time. Was told they would call when they were on their way. A second day of waiting around! Refrigerator door was replaced but glue marks were not removed. Again, called Kleckner. Was told they would get back to me. They never did. Summary: Prices for same exact refrigerator model, ice maker, and delivery would have been cheaper at Best Buy. Kleckner’s trucks advertise “Quick Delivery” – it wasn’t! Customer service didn’t seem to understand why I should be upset about the delivery times, receiving a dented, scuffed, and marred refrigerator, or waiting a second time, all day to get a new door. Kleckner offered no compensation whatsoever for the frustration and inconvenience they caused. Instead, I was made to feel like I was out of line for expecting the timely delivery of an undamaged appliance. So much for supporting this...

Horrific customer service. No care or concern for customers after the initial sale. The owner's response to my wife below is them trying to deflect what actually transpired. Upon initial inspection of our dryer after it caught fire, barely two years old and after routine maintenance and cleaning might I add, the tech told me this is a design issue with our particular model. I asked if it was common and he said yes. That's okay, he was nice and said he'd order parts and it would take a few a days for the parts to come in and to then get repaired maybe a week or two later. For the next 5 weeks, there was zero communication from kleckners on the status of everything. My wife called to get a status update and the woman who answered the phone was incredibly rude and arrogant. She told us we likely got a lemon and that we just had to wait and deal with it and we could shop elsewhere. Who does that? No apologies or offers to help. Finally the parts came in and the tech who came to repair the dryer said they ordered the wrong part and we would have to wait again. We were not having it after five weeks. He saw how unacceptable this was and made it a priority to repair the dryer that day, somehow he got the part that day... He deserves 5 stars. The rest of the staff? 0 if possible. I would never buy a product from these people again. The owner's response is pushing blame to the customers again. Everything would have been fine if kleckners showed any inkling of customer service skills during...