ApplianceLand — Local services in Annapolis

This experience had some definitive highs and lows. In initially shopping, Copper was incredibly helpful. He was straightforward, knowledgeable, honest, and put no pressure on me to buy same-day-- a true mom-and-pop style experience. He advised as to when holiday sales would be taking place, so I came back a few weeks later to purchase. Purchase, again with Copper, was easy. No hidden fees, everything was set and ready to go with pretty quick delivery set for the following week. Their delivery/install/haul away fees were a bit more than their competition, but, it was worth it for a high-level of service. Also, I was told that their delivery teams are in-house and really care (this accounts for a TON in my book). So far, so good.

Fast forward to delivery the following week. The two-person team showed up at the tail end of the window (no problem). They begin to deliver my new washer and dryer and immediately share that there will be a problem installing my washer based on the height of my plumbing. The delivery person shares that they will have to come back (either to swap out the unit or after I can have my plumbing redone) and there will be no charge to do so. I clarified twice that if I need to swap out the washer to another brand with a longer hose, that there would be no problem/charge with/for the return. He shared, explicitly, that as long as it was unused there would be no problem. I then signed his phone and asked if a copy of what I had signed (I was not shown text, just a signature line) would be emailed to me-- he had no idea. After he left, I noticed that they scratched both units during the delivery.

I called the store and Copper shared that the information the delivery person had given me was incorrect and told me I had to decide instantly whether I wanted them to come back now to collect the new washer or to leave it. I did not appreciate that pressure, regardless of intention.

At this point, I ask Copper what is possible. Is a longer hose available? Nope. Can we call LG customer service to see how strong the pressure is to pump the water higher if I use an alternate hose extension- not possible since LG won't release any additional information. I am told that I can call a plumber or pick a GE washer with a longer hose. We do our own research and come to find out that LG sells an extension hose for $23 on Amazon...that solves the whole scenario, but no one there could tell us that until we found it. I called Copper back to share the solution and he had just come to the same conclusion, too. It was an emotional mess (especially when a plumber told me it would be thousands to change our plumbing), but resolved. I placed the order, sent them a copy of the confirmation and was told to call back when it arrived to schedule installation and haul away.

It arrived a few days later, so I call the store. Copper was off that day, and the person who answered was clearly flustered and busy. She rudely told me to call back tomorrow for Copper because she wouldn't have time to help me (without even knowing why I was calling). When I clarified that I simply wanted to organize an install, she took my name and number, promising to call me back later in the day, then never called. At this point, the mom-and-pop level of service seemed to not at all be in place.

I called the next day, spoke with Copper, and he organized install for the next day around a scheduling conflict I had. He was receptive to all my feedback and apologized. The 2nd team at my house, Darryl and Queshawn, were wonderful. On time, incredibly kind and polite, and they went out of their way to help haul away my monster of an old unit. They were the highlight of my experience and I 10/10 would recommend that delivery team.

I also run a business and value how companies handle odd/tough client scenarios. I do not feel Appliance Land handled this as I would have for my clients, but am glad it all worked out in the end. Only miss is that the scratches were never addressed (even after I was asked to...

BEWARE!!! GO ELSEWHERE!!! DON'T GET CAUGHT IN THE RACKET!!! 3 Months broken refrigerator - no end in site!!!!! 9/30/24 My refrigerator broke the end of July. It was 8 months old. Between the end of July and the beginning of September the service guy was out 4 times! Hours upon hours of work missed. Still the refrigerator is broken. Let me add here, the warranty company they use and bragged about when I made the purchase, Bodewell, COULD NOT BE ANY WORSE! It takes a couple of weeks just to get an appointment. Then keep your fingers crossed they don't cancel it last minute. They did it to me twice, refusing to give me a reason! Now you wait another couple of weeks for an appointment. Mind you, each time you have to call you wait at least 30-40 minutes on hold before you get a person. Each phone call I had had to make (at least 6) took a minimum of 1 hour and 10 minutes!!! NO EXAGGERATION. On September 4th Appliance Land told me they would replace the refrigerator but they were on backorder and not expected until September 30th! In the meantime I had received a check for $100 to help replace the cost of around $300-400 worth of food! Gee thanks. Try living without a refrigerator for a few months!! On September 26th they delivered the "new" refrigerator. I was relieved thinking finally the problem is over! Think again! This was no new refrigerator I received!! THE REFRIGERATOR IS BROKEN!!!!!!!!!!! THEY HAVE A RACKET GOING ON!!!!!!!!!!! MY FIGHT CONTINUES. STAY AS FAR AWAY FROM THIS COMPANY AS YOU CAN!!!!!!!!!!!!!!!!!!!!!!!!!!

The last review I wrote they asked me to take it down. I was told they would make things right. I took it down. THEY DID NOT make things right!! From now on My reviews will stay up until the issues...

I would not recommend ApplianceLand to anyone, go to Best Buy or Lowes or anywhere. The manager of Annapolis store and the delivery men were extremely disrespectful, hostile and openly annoyed at having to rectify their mistakes. The initial crew brought me a dented machine. The second crew damaged my hard wood floors. walls, washing machine pan and were openly hostile/scary. The third crew " white man" was annoyed by the multiple visits to my house because they had to take away the second machine because it was bouncing around and feet were broken so they couldn't level it out it was also missing a lint filter. It took them 2 attempts to level, he had to clean out dryer tube because dust and socks were stuck up inside. They eventually decided to put a piece of cardboard under it to level and screwed the new pan to the floor. After they left, It was still not level and shaking, I had to eventually get my brother in law to my home to rectify. He put real shims under it, leveled machine and moved pan and sealed the screws (that they didn't do). Dealing with this company was a genuine nightmare, I would urge customers to go somewhere else. It literally took 2 months to get this resolved and eventually I had to make it right. They gave me some money for the damages to my home but did not pay the full estimate saying it would need to go to their insurance company. ...