Home Appliance — Local services in Avon

I visited Home Appliance in early February 2024 as we needed a new washer, dryer and refrigerator because we were moving. After meeting with the sales representative, we chose which models we wanted and then waited for the President's Day sale to make the purchase. So far so good.

I returned for the first weekend of the President's Day sale and was told to come back a different day as the sales representative I was working with was not there. I thought that was weird to turn down a sale, but came back the second weekend of the President's Day sale. The sales representative I was working with again was not there but I was able to convince someone to make the sale with delivery scheduled for mid to late March, which was the day before we were moving to our new house.

On delivery day, we are told the dryer was damaged and not worthy of pulling it off the truck. The other appliances, however, were installed. I shrugged it off as this stuff happens. I called Home Appliance and they told me we rejected the delivery. Why would we reject delivery of necessary appliances? We were told it was damaged by the delivery company and they advised not installing it. The following day Home Appliance informed me that the dryer was not damaged (or at least fixable) and that they will return in five days to install it.

Five days later the delivery people again informed me that the dryer was damaged when they went to install it. I again called Home Appliance and they said they would be out in two (2) days to see what is going on. I told them this was not acceptable as we had a young family, we were in the middle of a move with no dryer for more than a week now, and clothes were piling up. To Home Appliance's credit, they did come that day and repaired the dryer. However, it had a lot of scratches on the top and they offered a $50 credit or replacement of the top. I took the replacement of the top.

A couple of days later I noticed that the dryer steam kit was not installed notwithstanding that we paid for it. I again called Home Appliance and they were out in a day or two to install it. Finally, when it came time to replace the top of the scratched dryer, the LG technician scratched the front of the dryer while replacing the top of the dryer. I gave up at this point.

Between not wanting to make a sale, to multiple deliveries with damaged goods and the proposed remedy was to come out several days later, I do not plan on shopping here ever again. It was much easier to work with the big box stores when I previously purchased appliances.

Update (4/12/24): I had the pleasure of speaking to the Customer Engagement Leader late last week. She listened to my experience and acknowledged my frustration. I appreciated Home Appliance reaching out to me. She mentioned she would be in touch with me early the week of April 8th. As of Friday, April 12th, I have yet to hear from her.

Update #2 (4/22/24): I had the pleasure of connecting with Home Appliance's Customer Engagement Leader again this week. I feel that my thoughts were heard and my frustration was acknowledged. I appreciate their response and the actions they have taken and will consider them again in the future. I have revised my score from 2 stars to 3 stars given the work on their end the last...

We were in the market for a new oven and decided did not want to go with a big box store. We decided to take a chance on Home Appliance based on reviews we read and we are now kicking ourselves because dealing with a big box store would have been less of a headache. We purchased our oven in early September and waited patiently until late October to have it installed. At the pre-install appointment we were told we needed electrical work done prior to install and we discussed with the install manager having a custom finishing piece which we were told would be measured at the install date. We hired an electrician and had the work requested done which cost us $425. Come the day of install, the installers didn’t even use the new box we had put in. They argued with us over the cutout size of the wall and when shown the actual specs of the oven given to us by Home Appliance they told us those were wrong. They also tried to charge us an additional $70 for electrical work to use our preexisting box that was where our original oven was hooked up (not the $425 we paid an electrician to do). They also did not provide a user manual and we did not receive the meat probe that was supposed to come with the oven. Both of these got thrown away with the packaging. We also inquired about the measurements for the finishing piece and were told by the installers they had no idea what that was they do not handle that. Immediately after the install I reached out to our sales rep Neil and left a voicemail. I never received a call back. The following day we received an email survey. We put all of our concerns in there and even checked the box that said we wanted to be contacted to discuss the issues further. We also never received any call back from that. Since then we have reached out numerous times and have been given the run around. Our contact info was given to Paul who deals with installs. He asked us to supply pictures of the wiring hook up behind the oven and the breakdown from our electrician. Both were provided via email, follow up emails and texts were sent with no resolution. We have talked to numerous people and pretty much keep getting told they are going to escalate the issue and we will get a call back and we have yet to hear from anyone. It is extremely frustrating to get the run around and this company honestly seems like a mess internally. They lack good communication unless they are trying to close a sale in which case they will hound you. We would like to have our issues resolved. From this experience we will definitely stick to Lowe’s, Home Depot, and/or Costco for all...

I really wanted to support a local business (purchase of 3 appliances), but the sales team wasn't at all eager to receive it. On my first visit, I spent 10 minutes trying to get into the store on a cold rainy day. It was 20 minutes after store opening, and the doors were still locked. I finally had to call the store number and ask someone to let me in. Over the next week, the sales team either didn't respond or was slow to respond to phone calls and online quote requests. Days later, I was told that the online "contact us" forms don't get delivered to the sales team. (Why bother, then?!?) During the void of customer service, I did my own research, visited 5 other retailers, and picked out my appliances. It was Black Friday week, and all stores were running some variation of a big LG rebate promotion. Once again, I wanted to support a local business, so I headed back to Home Appliance for the third time. A salesman finally gave me some attention and wrote up a quote. When I asked about the LG rebates, the salesman said he was very confused about the promotions. He just handed me two sets of flyers (one with an expired promotion date) without any guidance on eligibility or stacking. I pressed him interpret the wording on the rebate flyers, and he GUESSED I would get a $150 rebate for my purchase. Even more surprisingly, he said "I don't get involved with figuring out rebate programs. I don't know how much you'll get, nor can I guarantee you'll get anything back at all". Well, I had been to enough stores to know that the $150 promotion was pathetic compared to other stores. So I walked out and went to another store which applied an on-the-spot LG promotion of $550. Out of curiosity, I tracked down the claim website for Home Appliance's LG promotion and drafted a mock claim. I would have received a $550 rebate as a Visa gift card with an invoice from the Lodi or Brunswick store. (That makes sense, since LG was running their Black Friday promotion across retailers.) Oddly, the Avon store wasn't listed as an option on the rebate claim website. So if I had purchased from the Avon store, I don't know if I would have received $0 or $550. My entire experience was mind-boggling! I went out of my way, over and over, to visit, call, and contact the store. On my final visit, I had every intention of breaking out my credit card for $3000 purchase. I just needed to know that the pricing was competitive. Instead, I was left in limbo about sizeable rebate savings. So I went...