Grove Appliance Furniture & Mattress — Local services in Alliance

A year ago in 2022, we needed a new stove, refrigerator, washer and dryer. Sounds typical enough, right? Off to Best Buy, Home Depot and Lowe’s to decide. Ended up getting one item at Best Buy and the rest at Lowe’s. To make an agonizing story short, the 3rd party service and 3rd party delivery that these stores used were useless, clueless and knew nothing about the products. Worse than that the customer service people at the stores pretty much could care less wether or not the products met with our approval once we paid for them. When we called customer service the day of delivery about the delivery team, they told us to call the third party delivery, I asked for the number from customer service they said ‘we don’t know their numbers. When I asked the deliver team for their number, the deliver guys wouldn’t give us that information. It was a complete nightmare! So when I came up against health issues and needed to get rid of the gas stove, we looked for an appliance/furniture store to shop and came across GROVE! It was quite a drive from home but it was one of the few left outside of the big box behemoths. We were hoping for a better experience from start to finish. We got that and much more; real service! Our sales girl JS was very nice and stayed with us the entire time to answer all of our questions. From her knowledge of the products technical attributes and from personal experience using the products herself. When we asked who their third party delivery was, she said we don’t have third party delivery. Our service teams are members of our company. Any issues with installation and delivery are handled directly through this office. Whatever the issue is, you call us directly. When we asked all our questions, she let us talk and make our decision. When we were ready, JS was there to help us again. We didn’t have to ask for her to be paged because she was off stocking shelves or in the warehouse. My husband and I felt great about our purchases and our experience when we left! The day of delivery, we were getting a little anxious so we called and Char answered the phone with a smile and she was very courteous. I was a receptionist for 30+ years and I believe in the idea if someone is truly good at their job, they should be commended. Like our salesperson JS, Char, was top-notch professional and pleasant. She smiled throughout our conversation (and yes I could tell from her voice) checked on our delivery, told us where we stood on our delivery time and re-assured me that the delivery team would call us when they were on the way. In no time we got a call and our appliances were on the way, the service from the delivery team was professional, courteous and knowledgeable. They took all the time they needed to install the three appliances we purchased. The guys were very friendly, they bantered between themselves as they installed our appliances, making my husband and I laugh in the process. I asked if they will level all of the appliances, or if we have to do it, and they looked at us with a funny look and said, “of course we do…” as if I was asking a silly question. They didn’t know I asked the same question of the big box delivery team and they said, no we don’t have a level all we do is hook up. Unlike the “BIG BOX” store delivery teams, when we asked questions they answered them. Instead of telling us to call customer service because they didn’t know an answer, the GROVE team told us if we ever have an issue, don’t hesitate to call GROVE and ask them, if they don’t know the answer they will find the answer and get back to you! At this point, with delivery done, we only have to use our appliances for what we hope will be years to come. We feel more than confident that GROVE will be there for us if we should ever need them. Thank you GROVE for being the kind of family oriented American company we missed and needed! You’ve restored our faith in true service and courtesy! If we ever need your services again for a home purchase we will definitely...

I needed someone to repair my washer; it was making an extremely high pitched noise when spinning. I have never had any issues with this machine (about 7yrs old) before now. The repairmen tilted the washer and looked underneath for leaks; there were none. They never ran the machine to hear the noise, in fact they never started the washer at all! Proceeded to tell me it needed bearings and shocks, and a new drum. All for around $800.00! The worst part was that they pulled up on the drum which made a loud popping sound. Now, the washer is unlevel constantly!! It was NOT like this prior to their messing with it! Even though it made the painfully loud noise, it worked just fine. We can't use it at all now! However, I was also told I could get half my service cost back if I purchased a new washer from them...! Sounds incredibly fishy and makes me think that's how they get customers to spend money on new appliances at their store!!

UPDATE: After calling and talking to the manager, he agreed to refund the whole cost of the service call, regardless if I purchased anything or not. He was genuine and not at all argumentative. I opted to stop into the store and see how things went from there. I looked around and talked to a sales person; bottom line, I did purchase a new washer and dryer from them. The deciding factor for me was that they do their own warranty servicing; they do not sub contract it out to another company; that was a huge selling point for me! When I checked out, they did take half of the service call off the bill; I chose to not mention that it was supposed to be the whole charge that was refunded. Just the fact that the manager was more than willing to make things right, was truly all that mattered. It is a rare and unique quality these days, and I appreciated his willingness to do so! Installation was professional and quick. The delivery guys were kind, and courteous; answering all of my questions. One more unexpected event that needs mentioned: the other day I received a check in the mail, with a note from the manager, Chaz. He was refunding the other half of the service call, even though I never mentioned it to anyone; he followed through with his commitment to make things right! Wow....try and find that level of customer service and integrity nowadays! I am quite impressed, to say the least!! Thanks Chaz; will be recommending your store, to pretty...

I recently purchased a refrigerator and I cannot say enough about the outstanding customer service I received. After calling a competitor and finding out that they couldn't deliver a new refrigerator to me for more than a month, a friend recommended that I contact Grove Appliance. The person that answered my initial call explained that all of the sales reps were busy at the moment but someone would return my call ASAP. That call came in less than an hour from a sales rep named Hailey. She immediately asked me if my refrigerator was not working and I said yes. She explained that priority is given to customers whose refrigerators are not working which really impressed me. An hour later I arrived at the store and met Hailey who was extremely helpful and knowledgeable about the product. When I explained that I was interested in purchasing a French Door refrigerator she suggested a scratch and dent model. She took great time and care in looking over the model to see if there were any noticeable scratches or dents which there were not. In less than 25 minutes I had purchased a Frigidaire Gallery French Door model. I was thrilled to learn that it would be delivered the next day. Lance and Rob delivered and installed my refrigerator. Once again, I received outstanding customer service from these two individuals. They did a great job installing it and took the time to explain the features, along with some helpful care and maintenance tips. They were friendly, kind and very knowledgeable about the product. I explained that I would soon be purchasing a new oven and they gave me some great advice and explained what great options Grove offered. I will definitely be returning to Grove Appliance for future appliance purchases. Again, many thanks to Hailey, Lance and Rob for the outstanding customer service. In less than 24 hours I had a new refrigerator which I am very...